Group Claims Officer - Madrid

Helvetia Baloise Group; Madrid; On-site; EUR 85,000 - 110,000; Full time

Job summary

Helvetia Baloise is expanding its Madrid Hub with a Group Claims Officer to align and advance claims practices across Market Units. The role focuses on global coordination, sharing best practices, and driving improvements in performance, data analytics, and automation.

Ideal candidates bring 5+ years in insurance claims or operations, strong program management, and excellent stakeholder communication. European travel up to 30% and English proficiency are required.

Qualifications

• 5+ years in insurance claims or operations.
• Strong program management and coordination across teams.
• Excellent communication and stakeholder management.
• Willingness to travel up to 30% in Europe.
• English working proficiency; other languages are a plus.

Responsibilities

• Sets a common direction, standards and guidelines for claims across the Group.
• Identifies shared issues, opportunities and priorities across market units.
• Coordinate global toolkits and initiatives with local adaptation.
• Monitor KPIs and performance data to identify trends and gaps.
• Facilitate exchange of best practices between countries.
• Support automation, AI, data and process improvement initiatives.
• Build trusted relationships with Heads of Claims and related stakeholders.
• Promote collaboration rather than top-down control.

Skills

Program management

Insurance claims

Cross-functional collaboration

Stakeholder management

Analytical thinking

Communication skills

Travel willingness

English proficiency

Job description

Helvetia Baloise is the largest multi-line insurer in Switzerland and one of the leading insurance groups in Europe. Every day, more than 22,000 employees are committed to supporting around 13 million customers with insurance, pension and financial solutions – from private individuals and SMEs to international customer groups such as speciality and reinsurance.

Built from a strategic vision - Madrid Hub

Our journey started in 2023, when Helvetia Group Asset Management launched the vision of creating a nearshore team in Madrid. The ambition was clear: to build strong capabilities close to the business, combining specialist expertise, efficiency and international collaboration.

Active Reinsurance joined shortly after, turning this first step into the foundation of a broader Hub with long-term potential.

About the Team

The team was established in October 2025 as part of the Madrid Hub, with the objective of strengthening collaboration, alignment and claims excellence across Helvetia Baloise Group.

One-sentence explanation:

The Group Claims Officer connects Group best practices with Market Units, adapting them to local needs while acting as a key point of contact to identify improvement opportunities, share knowledge and drive continuous improvement across the claims function.

The Group Claims Officer plays a global coordination role across the Group’s Market Units (MUs). Rather than managing individual claims, the role focuses on driving the global claims agenda by identifying common challenges, promoting alignment, developing tools and frameworks, and facilitating the exchange of best practices across countries.

Working closely with Heads of Claims and other Group stakeholders, the Group Claims Officer supports continuous improvement through data, collaboration and influence, helping Market Units enhance claims performance, customer excellence and operational efficiency.

Success in this role requires strong communication and stakeholder management skills, an analytical yet pragmatic mindset, active listening, and the ability to balance strategic thinking with attention to detail.

The role has no direct execution authority over local teams. Its impact comes through co-creation, strong relationships, listening, influencing and bringing the right people together. The Group Claims Officer acts as a trusted partner and primary contact for the respective Heads of Claims.

Key responsibilities:

• Sets a common direction, standards and guidelines for claims across the Group.
• Identifies shared issues, opportunities and priorities across market units.
• Identify the improvement area that and builds a common improvement movement by connecting market units and encouraging collaboration.
• Initiative and coordinates global toolkits and initiatives while supporting market units in adapting and executing them locally.
• Monitors KPIs and performance data to identify trends, gaps and improvement opportunities.
• Facilitates the exchange of best practices, tools and lessons learned between countries and teams.
• Supports initiatives in automation, AI, data and process improvement.
• Works closely with MU Claims and other relevant Group functions to turn insights into practical improvements.
• Builds trusted relationships with Heads of Claims and beyond and influences progress through dialogue rather than a top-down approach.
• Ensures that agreed priorities are followed through and implemented by the responsible market units.
• Act as a trusted advisor, promotor and challenger for the respective MU's
• Acts as a subject matter expert in a designated area (e.g., AI, Underwriting, Anti-Fraud or Risk), delivering workshops and sharing best practices across Market Units to support capability building and knowledge exchange.
• Act as an owner of the selected topics across the Claims value chain by identifying needs, initiating initiatives, building momentum with MUs, co-developing targeted solutions or standards and ensuring a clear handover of ownership to market units for local execution.
• Working closely with Head of Claims in identifying talents across the MU's who can help execute agenda and act as a ambassadors in the MU level.

Ideal Candidate:

• +5 years of experience in the insurance business, Claims, Operations or User Excellence.
• +10 years of working experience.
• Strong program management skills and experienced in close collaboration with interdisciplinary teams.
• Customer/User and service-oriented person with strong communication, networking and negotiation skills.
• Strong analytical and problem-solving skills to enable new solutions and concepts.
• Used to work both independently and as part of an international team.
• Willingness to travel within Europe up to 30%.
• Language: English – working proficiency ( Italian, German, Spanish, French or Dutch are an advantage).
• Location: Madrid

Collaboration That Makes a Difference:

We believe in collaboration as equals, mutual trust, and people who are willing to take ownership. Diverse perspectives help us develop better solutions, both for our customers and for ourselves as a team.