Service Delivery Manager, Madrid

Service Delivery Manager

To advance the development of an open industry platform for the placement and administration of International Programs, Swiss Re Corporate Solutions established an incubator to develop and bring to market tech solutions for brokers and carriers. This incubator has developed the Pulse Network proposition, a combined offering of a state-of-the-art SaaS application (PULSE) fronting network access and risk pooling as a comprehensive service aiming to reduce the barriers to entry to the International Program market.

The International Programs Operations team is looking for someone with a driven personality to support the service delivery activities to existing clients and support different stakeholders in all operational aspects to further enhance the proposition.

About the Role

An international Service Delivery Manager reports to the Pulse Network SDM Team Leader with the key focus on service delivery and ensuring our insurer clients have the appropriate level of support acting as the key point of contact for program implementation across the network of Swiss Re Corporate Solutions by working closely with many internal departments and external partners.

This role offers the opportunity to leverage your insurance experience in a new and exciting way to bring something different to the market and support us in our mission to reduce the inherent friction in the delivery of International Programs.

In this role you will:

1. Drive all program implementation activities and ensure quality consistency and first-class service delivery in the provision of International Programs written by our P N clients (including Pre-Quotes, policy invoice coordination, endorsements handling, service exceptions amongst others).
2. Monitor and report on operational program performance and address issues to ensure agreed service levels are kept within agreed tolerances taking necessary actions where required by early identification of bottlenecks.
3. Liaise with International Network Management to address local office underperformance and/or breaches to guidelines as well as to collect and document knowledge of individual network partners and local regulations.
4. Liaise with International Financial Management and Technical Accounting teams to understand cash position across program portfolio and support provision of information and updates to the client.
5. Collaborate with Claims and Claims Operations to ensure the efficient and timely exchange of information with the client.

About the Team

Join this engaged, dynamic, curious, and multicultural team focused on bringing the best service to their customers!

The Pulse Network Service Delivery Management team is highly regarded for their professionalism and continuous improvement mindset. Our role is to support our external stakeholders in navigating the complexities of International Programs while liaising with our outstanding global network.

About You

If you are passionate about insurance and particularly about International Programs, bringing a customer-centric mindset and can-do attitude, this is the place for you.

We are looking for a candidate with the following attributes:

1. Knowledge of the administration of International Insurance Programs and Commercial Insurance Contracts is a must with a proven track record in international operations management related activities ideally working in International Insurance Business environments as Underwriting Support, Program Manager, or Service Hub Specialist.
2. Quality focused, attention to detail, and solution-oriented able to simplify the complicated, handling multiple priorities, thinking laterally, and working independently.
3. Strong client-facing and internal communication skills both verbal and written with an ability to connect and communicate with multiple parties.
4. Fluent in English is a must; Spanish, German, French, and other languages are an asset.
5. Goal-oriented and committed to continuous learning.
6. Team player willing to work in a global distributed team.

For Spain, the base salary range for this position is between EUR 38,000 and EUR 63,000 (for a full-time role). The specific salary offered considers the requirements, scope, complexity, and responsibilities of the role, as well as the applicant's own profile including education/qualifications, expertise, specialization, skills, and experience.

In addition to your base salary, Swiss Re offers an attractive performance-based variable compensation component designed to recognize your achievements. Further, you will enjoy a variety of global and location-specific benefits.

Eligibility may vary depending on the terms of Swiss Re policies and your employment contract.

About Swiss Re Corporate Solutions

Swiss Re is one of the world's leading providers of reinsurance, insurance, and other forms of insurance-based risk transfer. We anticipate and manage risks from natural catastrophes and climate change to cybercrime.

Swiss Re Corporate Solutions is the commercial insurance arm of the Swiss Re Group. We offer innovative insurance solutions to large and midsized multinational corporations from our approximately 50 locations worldwide. We help clients mitigate their risk exposure whilst our industry-leading claims service provides them with additional peace of mind.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. Swiss Re Corporate Solutions embraces a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought, or other characteristics. In our inclusive and flexible environment, everyone can bring their authentic selves to work and their passion for sustainability.

If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.