Job Type: Permanent - Full Time. Location: Brisbane or Sydney. Job Category: Call Centre and Customer Service.
Job Description
Zurich Cover-More is proud to be one of the world's leading travel insurance and assistance providers. Each year we protect more than 20 million travellers worldwide, ensuring proactive care, personalised cover and specialist support. We partner with 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.
Responsibilities
* Lead the team's technical capability through effective communication, coaching and fostering a culture of collaboration and teamwork.
* Provide expert technical advice to leaders and stakeholders, embedding a culture of customer‐centricity, technical excellence and continuous improvement.
* Ensure best‐practice processes, methodologies and quality frameworks are developed, maintained and continuously improved.
* Ensure an effective control framework is in place and adhered to across all processes.
* Drive high‐quality outcomes and champion change that delivers meaningful business impact.
* Strengthen technical capability across the team to meet current and future business needs.
Qualifications
* Extensive leadership experience within financial services/insurance, with a strong team management track record and uplifting capability in service/operational environments.
* Deep technical and operational expertise in service/operations, including telephony, policy administration, CRM & digital systems and end‐to‐end service processes.
* Proven ability to lead and embed continuous improvement, including identifying inefficiencies, removing duplication and implementing sustainable process enhancements.
* Excellent communication and interpersonal skills, with the ability to influence, challenge constructively and build trusted relationships at all levels.
* Strong stakeholder engagement skills, with experience collaborating across functions such as Product, Technology, Underwriting, Claims, Sales, Finance, Legal and Governance.
* High level of resilience, adaptability and sound judgement, with the ability to navigate ambiguity and maintain a solution‐focused approach under pressure.
Why you'll love working with us!
We value optimism, caring, togetherness, reliability, results‐orientation and forward‐thinking. With more than 3000 employees worldwide, we share a global purpose to look after travellers at every step of their journey.
Job flexibility
We understand the importance of work fitting into your life, not the other way around. Our hybrid approach provides 3 days in the office and 2 days working from home, following an initial training period.
Career growth
At this exciting time of expansion, we support your growth through a comprehensive onboarding experience, continuous professional development and a supportive work environment that empowers development 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
Your career should take you places – literally. We support your professional journey and your passion for travel with complimentary travel insurance.
Diversity and inclusion
We respect who you are and wholeheartedly 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.
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