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Madrid, M, ES

International Service Delivery Manager


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.

Swiss Re Corporate Solutions offers a flexible working environment where curious and adaptable people thrive. Are you interested in joining us?


Swiss Re Corporate Solutions provides risk transfer solutions to large and mid-sized corporations around the world.  We provide innovative, highly customised products and standard insurance covers help to make businesses more resilient. We serve clients from over 50 offices worldwide and are backed by the financial strength of the Swiss Re Group. International Business is a major strategic growth lever for us in the coming years, with a strong focus on technology enabled expansion and growth.
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 "International Programs as a Service" (IPaaS) proposition, a combined offering of a state-of-the-art SaaS application (IPA), 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 lead the service delivery activities to existing clients and support the IPaaS Proposition Owner in all operational aspects to further develop the proposition.


The Opportunity
An International Service Delivery Manager reports to the Head of International Program Management, with the key focus on service delivery and ensuring our IPaaS 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 International Program 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.


Essential Responsibilities
•    Account Management
    o    Support the relationship with the customer by collaborating with the IPaaS Proposition Owner in understanding our customer needs and making sure that the proposition is working for the customer
•    Service Delivery Management
    o    Drive all program implementation activities and ensure quality, consistency and first-class service delivery in the provision of International Programs written by our IPaaS clients:
    Facilitate transactional business and coordinate local policy and invoice issuance process using our IT Tools, including Local Policy Quality Control process
    Coordinate Pre Quote/Pre Bind Processes, Service Exceptions, Issuance of endorsements between IPaaS Producing Offices and our Local Offices and Network Partners.
   o    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
   o    Liaise with International Network Management to address local office under performance and/or breaches to guidelines, as well as to collect and document knowledge of individual network partners and local regulations.
   o    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
   o    Collaborate with Claims and Claims Operations to ensure the efficient and timely exchange of information with the client
•    Proposition Enhancement
   o    Lead the operational set up activities, including creation and maintenance of guidelines and standard operating procedures for own and offshore team
   o    Support the provision of additional services to the customer such as training, project support, etc.
   o    Collaborate closely with the Product Owner of the technology platform and the operational teams to continuously improve processes and systems capabilities

•    Knowledge of the administration of International Insurance Programs and Commercial Insurance Contracts is a must
•    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
•    Ability to handle multiple priorities, work independently, think laterally and deliver high-quality products under pressure
•    Quality focused, attention to detail and solution oriented, able to simplify the complicated and connect and communicate with multiple parties
•    Strong client-facing and internal communication skills, both verbal and written
•    Fluent in English is a must; Spanish, German, French and other languages are an asset
•    Goal-orientation and commitment to continuous learning
•    Team player willing to work in a global, distributed team
•    Good understanding of IT and Project Management related best practices and processes, as well as Agile methodologies, is an asset

•    Minimum of a university degree or equivalent

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, including gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.  Swiss Re offers modern work models and attractive work places that allow all employees to adapt to changing work preferences and life phases.

Reference Code: 93067