Operations Technician - Madrid

Europ Assistance; Madrid; Híbrido; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A major assistance service provider in Madrid is looking for an Operations Technician to oversee operational inquiries and improve processes. The role involves stakeholder management, KPI oversight, and collaboration with Account Managers. Candidates should have a Bachelor's degree and a high level of English proficiency. This position offers a permanent contract and a hybrid work model, alongside competitive benefits including meal vouchers.

Servicios

Competitive salary

Meal Vouchers

Discount Club

Flexible start time

Formación

• Initial experience with a solid understanding of claims management.
• Experience working in international and matrix-based environments.

Responsabilidades

• Be the point of contact for operational inquiries from partners, internal clients, and stakeholders.
• Maintain a global vision of partners’ operational priorities.
• Resolve operational challenges and manage escalations with partners.
• Prepare and present materials for operational committees.

Conocimientos

Operational inquiry management

KPI consolidation

Technical documentation

Change management

Stakeholder collaboration

Hands-on task engagement

English proficiency

Educación

Bachelor’s degree in IT, Business School, or Engineering

Descripción del empleo

We are looking for an Operations Technician in our Madrid office!

Your main missions will be :

Responsibilities

• Be the point of contact for operational inquiries from partners, internal clients, and other stakeholders.
• Maintain a global vision of partners’ operational priorities and propose improvements; oversee the consolidation of KPIs and dashboards.
• Act as technical reference, ensuring proper documentation and operational processes.
• Resolve operational challenges and guarantee alignment with the business partner.
• Manage sensitive situations and direct escalations with partners and internal entities.
• Lead change management requested by partners or KAM, communicating and adapting processes.
• Contribute to the development of new operational processes and support contract implementation (training, execution, and monitoring).
• Collaborate with Account Managers to ensure alignment between partner needs and operational capabilities.
• Maintain continuous oversight of activity, KPIs, and critical topics (goodwill gestures, major losses, significant events).
• Prepare and present materials for operational committees.

Profile

Bachelor’s degree in IT, Business School, or Engineering.

Initial experience with a solid understanding of claims management.

Ability to engage in hands‑on tasks while maintaining a strategic perspective.

Experience working in international and matrix‑based environments.

High level of English proficiency (spoken and written).

Knowledge of the insurance or travel assistance sector (desirable but not mandatory).

Benefits

Immediate incorporation into an international working environment.

Full time, split shift (Monday - Thursday) and intensive shift (Friday). Flexibility in start time.

Permanent contract.

Hybrid work model (initially there will be a 100% on-site period for training and adaptation to the position).

Competitive salary + Meal Vouchers.

Well communicated workplace : Plaza Castilla metro station.

Discount Club for you and your family members.

Como empresa y compañía empleadora responsable, aplicamos el principio de igualdad de oportunidades en todos nuestros procesos de selección, valorando únicamente las competencias personales y profesionales. Fomentamos la diversidad, el desarrollo profesional, el bienestar personal y un entorno de trabajo inclusivo y accesible.