Claims Governance Controller

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Description:
About Zurich Cover-More

Zurich Cover-More is one of the world’s largest travel insurance and assistance providers and part of Zurich Insurance Group, a leading multi-line insurer. We stand for more care, more cover, for all, and we look after more than 20 million of the world’s travellers every year, making sure we are there every step of their journey.

Our family of customer-facing brands include Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely and Blue Insurance. We are a connected and caring workforce of more than 2900 employees with teams in North America, Europe, Latin America and Asia Pacific.

Our global delivery platform provides a consistent multi-lingual service experience and ability to write insurance policies in more than 50 countries. Zurich Cover-More has more 200 distribution partners around the world including airlines, global travel companies, major banks and credit card providers and leading retailers.

What’s the job?

You'll lead the relationships and oversight of our claims TPA partners, chairing meetings as part of our TPA governance structure to ensure that service and claims outcomes are delivered in line with the expectations and values of Zurich Cover-More.
You’ll act as a key point of contact for referrals and escalations from TPAs, monitoring customer feedback channels to identify issues and work with TPAs to resolve concerns as well as investigating trends in data.
You’ll have TPA oversight, working with the HOC, COO, country MDs and other stakeholders to drive the selection, negotiation and contracting of TPAs.
You’ll regularly monitor performance to ensure that the SLAs are being delivered, and that we remain compliant with the FCA and Zurich guidelines, delivering the right customer outcomes.
You’ll provide expert opinion and advice on claims related complaints, including FOS complaints ensuring compliance in line with policy wordings, local regulations and internal guidelines.

What are we looking for?

You’ll have solid proven experience in operational design, operationalisation and process optimisation.
You’ll have extensive demonstrated experience of managing Travel and Assistance Claims for personal lines and commercial customers.
You’ll meet the CBI minimum competency requirements must have at least Certificate in Insurance Product Advice (APA), nice to have Certificate in Insurance Practice (CIP).
You’ll be the single point of contact in first line operations on core operational topics, including customer service and claims delivery, third party management, data and business continuity.
You’ll lead our TPA service relationships, including managing performance issues and remediation actions.
You’ll be an influencer of outcomes in diverse and virtual stakeholder environments to achieve outstanding performance while maintaining trusted relationships.
You’ll have experience of working across multiple European markets and different markets and businesses. Language skills, such as German, French or Spanish, would be a distinct advantage.

Why choose us?

We value optimism, caring, togetherness, reliability, and determination.

We have more than 2900 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance…so start planning for your next trip today!

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let’s go great places together!

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