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.

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📌 Claims operations & process excellence manager | insurance transformation | madrid
🏢 AMG Human
📍 Madrid