Claims Operations & Process Excellence Manager | Insurance Transformation | Madrid

Amg Human; Madrid; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Amg Human is seeking a Claims Operations & Process Excellence Manager in Madrid to lead provider management, process optimization, and technology-driven transformation in a dynamic, international environment.

The role focuses on optimizing the claims value chain, leveraging AI, automation and data-driven insights to improve customer experience and operational efficiency across the transformation journey.

Formación

• 5+ years of experience within P&C Claims.
• Strong understanding of the claims value chain and external provider ecosystem.
• Experience managing external suppliers, networks or claims partners.
• Proven track record in process improvement or transformation initiatives.
• Exposure to digital transformation, automation, AI or data-driven decision making is valued.
• Strong analytical and problem-solving capabilities.
• Excellent stakeholder management and communication skills.
• Comfortable working in agile and international environments.

Responsabilidades

• Manage and optimize relationships with third-party claims providers, including repair networks, assessors and other service providers.
• Monitor provider performance through KPIs, SLAs, customer satisfaction and cost control metrics.
• Lead onboarding and governance of new partners across the claims ecosystem.
• Identify operational inefficiencies and drive end-to-end process improvements across the claims journey.
• Drive the adoption of automation, AI and digital solutions within claims operations.

Conocimientos

P&C Claims

Process Improvement

Stakeholder Management

Digital Transformation

Analytics

Agile / International

AI / Automation Exposure

Descripción del empleo

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.

Candidate Profile

• 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

• Native or near-native Spanish.
• Business fluent English.

What’s on Offer

• 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.
• Dynamic, collaborative and fast-evolving environment.