Job Type: Permanent - Full Time
Location: Brisbane or Sydney
Job Category: Call Centre and Customer Service
Where will your career take you next? Let's find out together. At Zurich Cover-More, we're proud to be one of the world's leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we're there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world's best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all. Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world's leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we're redefining what it means to travel safely and with confidence. Whether it's a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.
What You'll Be Doing
We're looking for a dynamic and customer‐focused Senior Manager, Customer Care to lead frontline service delivery and retail sales support across Australia and our offshore operations. In this senior leadership role, you'll oversee the day‐to‐day performance of our customer care function—ensuring customers receive timely, accurate and empathetic support across enquiries, policy servicing and claims‐related triage.
* Lead end‐to‐end customer care operations by ensuring service quality, embedding clear standards across teams, analysing performance insights to drive improvements, and managing effective escalation of complex issues.
* Translate customer experience expectations into clear team routines, guidance and operational standards across both onshore and offshore delivery.
* Ensure quality and compliance by embedding QA frameworks, coaching teams through performance insights, addressing capability gaps with targeted training, and fostering a culture of continuous improvement and customer advocacy.
* Partner with Workforce Planning to optimise staffing, set and manage team performance, maintain strong operational discipline, and drive budget outcomes through productivity and cost‐to‐serve improvements.
* Drive retail sales outcomes by embedding customer‐first sales behaviours, monitoring conversion and conduct, collaborating on campaigns, and ensuring compliant, effective sales coaching and practices.
What skills and experience you'll bring on this journey
* Proven leadership experience in customer service or contact centre operations, ideally within financial services or insurance.
* Exposure to outsourcing and offshoring models, including vendor performance management.
* Demonstrated ability to lead team leaders and frontline consultants, including performance management and coaching.
* Strong customer advocacy mindset with experience improving service quality, complaints outcomes and operational efficiency.
* Experience operating in regulated environments with a strong understanding of conduct, risk and compliance obligations.
* Strong analytical capability with the ability to interpret performance data and translate insights into action.
* Proven stakeholder management skills across multiple functions, including claims, product, sales, technology and compliance.
Why you'll love working with us!
We value optimism, caring, togetherness, reliability, results‐orientation, and forward‐thinking. We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.
Job flexibility
We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work‐life balance with the flexibility of 3 days in the office and 2 days working from home, after an initial training period.
Career growth
This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We're committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.
Take the time you need, for you and your community
We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.
Travel and work with us
We believe your career should take you places – literally. At Zurich Cover-More, we support your professional journey and your passion for travel with complimentary travel insurance. So go ahead, start planning your next adventure today!
Diversity and inclusion
We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that's exactly who we're looking for.
Appy today and let's go to great places together!
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