Zurich, ZH, CH
Service Center Manager iptiQ EMEA P&C
About iptiQ EMEA P&C
iptiQ EMEA Property & Casualty is a newly built unit within Swiss Re Life Capital, established to deliver digital-native and creative solutions for Property & Casualty (P&C) clients and partners across Europe that engage with consumers in non-traditional ways.
About the role
As Service Center Manager, you will have a unique and exciting opportunity to join us; a diverse and motivated team, committed to delivering value and innovative services together with our clients and partners in the primary insurance space.
Your first task will be the set-up of the Service Center from the scratch. This includes the development of its processes, the procurement of the required infrastructure, as well as the training of the Service Center employees. After developing the Service Center's core functions, you will lead the Service Center agents. In addition, you will steadily improve the work processes, train the Service Center agents in techniques and their insurance expertise, and evaluate the operational quality. You will report to the Chief Operating Officer of iptiQ EMEA P&C.
Your responsibilities include:
• Build-up of the Service Center, its processes and procurement of the required infrastructure
• Management and development of the team members of the Service Center
• Ensure the day-to-day business and creation of the duty roster
• Conduct ongoing optimization of the work processes and monitor the performance through quality checks
• Develop the customer service concept & footprint in line with our growth together with the product and customer journey managers
• Train and further educate the employees of the Service Center
About the team
We put the consumers' needs in the center of what we do, aim to become a digital champion and believe in data based learning. We use the Swiss Re network to access state of the art technologies and capabilities, combine it with local expertise and an innovative mind-set, constantly questioning current ways of offering insurance. Our aim is to drive the digitalization of the P&C insurance business in Europe, combining insurance know-how and e-commerce competencies, as well as the dynamic spirit of a start-up with the backing of Swiss Re.
Do you enjoy thinking ahead and identifying new opportunities or anticipate future challenges? Do you like driving complex, cross-functional projects in an agile way? Do you enjoy pushing borders and have a passion for the latest technologies?
About you
• At least five years of experience in the management of a Service Center or in a similar position
• Profound know-how about the operation of an insurance Service Center
• Experience in setting up a Service Center would be of advantage
• Insurance expertise in particular in the area of Property & Casualty
• Personality with strong communication, negotiation skills and a high customer orientation
• Entrepreneurial and innovative thinking
• High level of initiative with pronounced methodological and analytical skills
• Very good and stylistically confident communication skills in English and German, French is an advantage
• Very good MS Office user knowledge (Word, Excel, Outlook)
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Reference Code: 77626