Claims Delivery & Operations Manager

The Delivery & Operations Manager supports the effective daytoday running and ongoing development of the Madrid Claims to the Madrid Claims Centre Manager the role focuses on turning agreed priorities into practical delivery coordinating people processes data and technology so that the hub operates efficiently consistently and in line with regional closely with colleagues across claims operations technical teams and support functions the role helps to shape how work flows through the centre how performance is monitored and how digital tools automation and continuous improvement are embedded into everyday practice.

Key Responsibilities

1. Strategic & Operational Leadership

• Act as the operational copilot to the Madrid Claims Centre Manager translating centre and regional strategy into a clear prioritised operational roadmap for the hub.
• Provide endtoend support across all operational areas in the Madrid Claims Centre ensuring alignment on goals service standards and ways of working.
• Contribute to strategic planning for the hub (capacity skills technology processes) anticipating future needs and positioning the centre to support growth and evolving business demands.
• Ensure daytoday operations are well controlled transparent and effectively communicated.

2. Data Digital Automation & AI

• Build and lead acontinuous improvement and automation roadmapfor the Madrid Claims Centre using operational and customer data as well as colleague feedback to prioritise initiatives.
• Champion theadoption of digital tools AI and automation(e.g. workflow tools triage analytics smart reporting) to reduce manual work improve accuracy and accelerate decisionmaking and claims resolution.
• Collaborate with theEMEA Operations MI/BI Teamon the design rollout and refinement of metrics dashboards and reports owning the local insights and narrative alongside the Cluster Claims Manager.
• Ensure new tools and dashboards are embedded into daily operations with clear usage expectations and measurable impact on productivity quality and customer experience.

3. Reporting & Performance Management

• Supportinghub performance framework: define track and manage KPIs and SLAs for the Madrid Claims Centre (volumes accuracy turnaround times customer metrics backlog etc.).
• Provide the Madrid Claims Centre Manager with regular and adhoc performance reports highlighting insights risks and opportunities and proposing specific actions.
• Use performance data to inform decisions on prioritisation resource allocation and process changes ensuring optimal delivery and transparency across teams.

4. People Leadership & Culture

• Lead Team Development: Coach mentor and lead a team of claims processors and Associates. Monitor and evaluate team activity to consistently improve performance and develop talent. Lead by example and promote Chubbs CODE culture ensuring adherence to Chubb Claims Handling Guidelines.
• Partner with HR to support recruitment onboarding and development across the hub ensuring new joiners receive highquality onboarding and system training and that existing staff have clear meaningful development paths.
• Foster a culture of continuous learning feedback and technical excellence using training coaching and knowledgesharing to strengthen capability across the centre.
• Represent regional and cluster leadership locally acting as an ambassador for strategy and ensuring clear consistent communication to all teams.
• Lead a structuredcontinuous improvement programme(e.g. Lean process redesign standardisation) maintaining a visible pipeline of initiatives and tracking delivered benefits.
• Work with leaders and QA to document and embed best practices continuously evolving operational playbooks and SOPs as processes and geographies change.
• Ensure timely and complete compliance withControls Audits and QA.

5. Continuous Improvement Risk & Governance

• Lead a structuredcontinuous improvement programme(e.g. Lean process redesign standardisation) maintaining a visible pipeline of initiatives and tracking delivered benefits.
• Work with leaders and QA to document and embed best practices continuously evolving operational playbooks and SOPs as processes and geographies change.
• Ensure timely and complete compliance withControls Audits and QA.

6. Projects Change & Innovation

• Secure and coordinateSMEsfor regional initiatives ensuring Madrids needs and opportunities are fully represented.
• CoordinateUser Acceptance Testing (UAT) and System Testing ensuring that new systems and enhancements are effectively adopted and deliver their intended benefits.
• Own and articulate localChange Requests (CRs)to the EMEA Claims Systems Team acting as a key translator between business operations and technical teams.

7. Coordination Onboarding & Operational Support

• Overseework transfer and workload coordinationacross teams ensuring robust coverage optimal productivity and effective support of multiple tasks and languages.
• Coordinateonboarding and system training ensuring new joiners and internal movers are quickly operational and confident on systems and processes.
• Act as a senior escalation andtechnical supportpoint for operational and system queries partnering with IT and global systems teams to resolve issues and improve user experience.

8. Stakeholder Management & Representation

• Build strong relationships with Claims Directors Lines of Business heads RCCMs Finance IT HR and other regional stakeholders to enable joinedup execution and strategic alignment.

Represent the Madrid Claims Centre in internal and external meetings and forums positioning the hub as a reliable innovative and solutionsoriented partner

1. Operations & Leadership Profile

• Proven experience in a senioroperations or delivery managementrole including management of managers/team leaders and multidisciplinary teams ideally within insurance financial services or a comparable regulated environment.
• Strong strategic and critical thinking skills with the ability to understand business drivers and translate them into clear operational priorities plans and measurable outcomes.
• Demonstrated ability to influence and partner with senior stakeholders (e.g. Claims Directors RCCMs Lines of Business heads SMEs) across multiple functions and geographies.
• Deep experience usingdata and performance metricsto manage teams and operations inform decisionmaking and drive continuous improvement.
• Exposure to digital transformation and/orautomation/AIin an operations context (e.g. workflow tools analytics process automation) and comfort acting as a bridge between business and technical teams.

2. Technical / Expert Profile

• Strongtechnical background in claims systems and/or process design with the ability to act as a subjectmatter expert and trusted advisor to the Madrid Claims Centre leadership team.
• Experience working closely with IT MI/BI and/or systems teams on requirements gathering UAT system design configuration and optimisation.
• Proven ability to translate complex technical topics (systems data AI workflow controls) into clear actionable guidance for operational teams.
• Comfortable owning and driving technical change (e.g. platform changes automation initiatives new tools) from the business side including testing embedding and training.

Common to Both Profiles

• Excellent communication organisational and stakeholdermanagement skills with the ability to explain complex topics in a clear compelling and accessible way.
• Ambitious resultsdriven mindset with a track record of delivering against challenging deadlines and service standards.
• Solid claims/operations background from an insurance or brokerage environment (or comparable industry) with strong integrity and attention to detail.
• Minimum5 years relevant experiencewith clear evidence of impact in operations claims or technical/solutions roles.

• What we offer in return:

• 32days of vacation a year
• 2 days working from home option additional flexible days
• Working from home allowance
• Entry time flexibility
• Private medical insurance
• Life and accident insurance
• Meal allowance
• Pension plan
• Stock purchase plan
• Flexible compensation scheme
• Wellhub
• Employee assistance program

• Comprehensive Learning & Development offer

  Integrity. Client Focus. Respect. Excellence. Teamwork
  Our core values dictate how we live and work. Were an ethical and honest company thats wholly committed to its clients. A business thats engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment thats collaborative and supportive.

  Diversity & Inclusion
  At Chubb we consider our people our chief competitive advantage and as such we treat colleagues candidates clients and business partners with equality fairness and respect regardless of their age disability race religion or belief gender sexual orientation marital status or family circumstances.

  We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

  Equal Opportunity Statement

  It is our policy to provide equal employment opportunity in all of our employment practices without regard to race color religion sex national origin ancestry marital status age individuals with disabilities sexual orientation or gender identity or expression or any other legally protected category.

  Applicants for positions with Chubb Spain must be legally authorized to work in Spain.