Claims Operations & Process Excellence Manager | Insurance Transformation | Madrid
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Permanent | AMG Human | Spain
Sector Seguros
Madrid
Madrid
28001
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
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* 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
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* 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
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* 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.
Candidate Profile
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* 5+ years of experience within P&C Claims.
* Strong understanding of the claims value chain and third‑party provider ecosystem.
* Experience managing external suppliers, networks or claims partners.
* Proven track record in process improvement, operational excellence or transformation initiatives.
* Exposure to digital transformation, automation, AI or data‑driven decision making is highly valued.
* Strong analytical and problem‑solving capabilities.
* Excellent stakeholder management and communication skills.
* Comfortable working in agile and international environments.
Languages
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* Native or near‑native Spanish.
* Business fluent English.
What’s on Offer
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* Opportunity to join a highly innovative international insurance environment.
* Exposure to large‑scale transformation and operational excellence initiatives.
* Significant visibility across local and international teams.
* Strong focus on technology, automation and AI‑driven innovation. xpzdshu
* Dynamic, collaborative and fast‑evolving environment.
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