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This job was published 4 months ago

Assistance Provider Management Lead - Repairable Claims

Zurich Insurance Spain
Zurich Insurance Spain
Barcelona, SpainOn-siteCompetitiveAdded 4 months agoInternship

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Hello!

I'm Celia, the recruiter for this position. I love musical theater, karaoke, and starting new series, although I sometimes struggle to finish them. You might think I'm a scattered person, but nothing could be further from the truth! Nice to meet you!

Maybe we are the tenth offer you've read today, on the sofa with Netflix in the background, or in the middle of a transition... and they all seem the same to you.

I'll be clear: at Zurich we aren't perfect, but we're pretty cool! And if you want to know why, keep reading.

First of all, THANK YOU for your interest in our company. We know that searching for new opportunities is usually a challenge, but... don't worry, everything comes in time!

Let's get straight to the point! I'll try to summarize our DNA in 2 points:

  • We love volunteering, but we prefer to be activists for change. How? By focusing on young people at risk of social exclusion or fighting climate change with actions such as reforestation of forests in Madrid and in the Doñana Park. In 2024, we completed more than 20,000 hours of activism.
  • At Zurich, we say it loud and clear: we are proud of our colors and believe that a diverse team makes the difference. Here we don't talk about disability, we talk about ability. That you can be yourself is our priority, without closets standing between us and without glass ceilings. 50% of our leadership positions are held by women (including the Steering Committee).

Did you know we produce our own podcasts on sexual identity? We are building a company where everyone is welcome.

And you might be wondering: Celia, what will my day-to-day be like wearing the blue shirt? I love that you ask me this (I asked myself the same thing at the time):

We are looking for an Assistance Provider Management Lead - Repairable Claims, to join the team on a permanent basis.

You will be the person in charge of leading the performance and relationship with the providers who manage repairable claims for Home, Commerce, Communities, and SMEs. Your mission will be to ensure an excellent customer experience, guarantee SLA compliance, and promote continuous service improvement.

  • You will coordinate and supervise the network of assistance providers for repairable claims.
  • You will guarantee compliance with SLAs, quality standards, and response times.
  • You will define, monitor, and analyze key KPIs: contact times, repair times, customer satisfaction, costs, etc.
  • You will manage operational incidents, deviations, and claims related to the service provided.
  • You will lead follow-up meetings with each provider and promote continuous improvement actions.
  • You will collaborate with internal areas such as Customer, Claims, Quality, IT, and Procurement.
  • You will validate and control billing and economic reconciliation processes.
  • You will ensure the correct integration and operation of digital platforms with providers.
  • You will detect optimization opportunities in processes, tools, and relationship models.
  • You will participate in strategic projects of the area, such as automation and digitalization initiatives.

At this point, you're probably wondering, how do I know if I fit?

Don't worry, I'm not going to ask you to save the planet or meet 100% of the requirements.

  • If you have experience managing providers or processing claims (min. 5 years), you are on the right track.
  • If you have technical knowledge of repairable claims for Home, Commerce, Communities, and SMEs, you'll be a great match.
  • If you feel comfortable analyzing data, KPIs, and operational control, you'll earn many points.
  • If you know how to coordinate diverse stakeholders and manage external teams, you'll fit in great.
  • If you are proficient in claims tracking tools and platforms, it will feel familiar from day one.
  • If you enjoy leading meetings, negotiating, and managing conflicts without losing your smile, you will make a difference.
  • If you are a customer-oriented, analytical, and decisive person, we couldn't ask for more.
  • Key competencies to shine: leadership, effective communication, analytical vision, results orientation, change management, and negotiation skills.

Right now, you're either feeling the excitement of when a pair of pants fits perfectly or you're thinking: "this isn't for me" (if it's not for you, that's okay, we'll meet again in the future). You can play matchmaker by sharing my contact with anyone you think might fit.

At Zurich, we are big life-enjoyers, we like to live life to the fullest. You'll tell me how we can make you happy, but I love being able to balance my work with my personal life. Here, flexible hours and digital disconnection are real.

#BecauseItsZurich, you can choose the benefits that best suit your needs. We know that tastes differ.

  • We offer a mega-flexible hybrid model to work how and where you want within Spain. We help you with a home office bonus.
  • We believe in the philosophy of learning by doing so that you can move to other areas locally or internationally thanks to our "Talent in Motion" program. And for your continued development and growth: English classes, training, and a personalized mentoring program.
  • We want to break your expectations of flexible compensation. With our benefits pool, you can choose what best fits you and your needs: health insurance, childcare, training, restaurant vouchers... and much more!
  • We like to bring smiles to people's faces and at Zurich we know it's easier than it seems, that's why we are activists. Why not dedicate a whole day to the cause that motivates you most?
  • Referral bonus if you recommend talent like you to us. We aren't looking for anyone perfect, but if you know someone cool, share my contact with them, I'd love to meet them.
  • If you have a sporting spirit, at Zurich we go for the gold! Marathons, races, gym discounts, and much more. 3, 2, 1... warm up, here we go!
  • Are you more of a beach or mountain person? You will have 25 vacation days, plus insurance day and your birthday so you can enjoy what you love most. But don't be fooled, it's real disconnection. Because yes, we all deserve a little break and to enjoy life, as it's short.
  • At Zurich, we think about your future and offer you a retirement plan and life insurance.
  • We look for the best prices for you! You will have access to thousands of discounts on insurance and banking products.

If you've made it this far, THANK YOU for reading. What did you think? Are we cool or not?

If you've felt butterflies in your stomach and think we're a match, send smoke signals, or your CV, if smoke doesn't work for you.

And to wrap up, do you want to know what other people who are part of Zurich think? I'd tell you that we remain at the top of Top Employers Spain as a letter of introduction, but I encourage you to take a look at our Glassdoor profile so they can tell you themselves. No tricks, no gimmicks.

I hope to meet you very soon.

Celia Díaz.

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