Claims Operations & Process Excellence Manager | Insurance Transformation | Madrid

We are partnering with a leading international insurer undergoing a significant transformation journey and looking to strengthen its Claims Operations team with a Claims Provider & Process Excellence Specialist.

This role sits at the intersection of claims operations, third-party provider management, process improvement and technology-driven transformation. The successful candidate will play a key role in optimizing the claims value chain, improving operational performance and driving innovation initiatives, including the adoption of AI and automation solutions.

Key Responsibilities

Claims Provider & Partner Management

• Manage and optimize relationships with third-party claims providers, including repair networks, assessors, legal partners and other service providers.
  


• Monitor provider performance through KPIs, SLAs, customer satisfaction and cost control metrics.
  


• Conduct provider reviews, audits and performance assessments.
  


• Support onboarding and governance of new partners across the claims ecosystem.
  


• Collaborate with internal and international stakeholders to share best practices and improve service delivery.
  

Process Excellence & Continuous Improvement

• Identify operational inefficiencies and improvement opportunities across the claims journey.
  


• Lead process optimization initiatives focused on customer experience, operational efficiency and claims cost control.
  


• Apply structured methodologies to redesign and improve end-to-end processes.
  


• Translate operational data and customer insights into actionable improvement initiatives.
  

Technology & Innovation

• Drive the adoption of automation, AI and digital solutions within claims operations.
  


• Identify opportunities to improve provider performance, fraud detection, segmentation and operational effectiveness through technology.
  


• Support digital transformation initiatives aimed at creating more efficient and customer-centric claims processes.