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 look after more than 20 million travellers every year, ensuring we’re there for every step of their journey.
Job Details
Job Type: Permanent – Full Time
Location: Dublin, Ireland
Job Category: Other
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 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 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?
* Proven experience in operational design, operationalisation and process optimisation.
* Extensive demonstrated experience of managing Travel and Assistance Claims for personal lines and commercial customers.
* Required CBI minimum competency – Certificate in Insurance Product Advice (APA). Certificate in Insurance Practice (CIP) is a plus.
* 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.
* Lead our TPA service relationships, including managing performance issues and remediation actions.
* Influence outcomes in diverse and virtual stakeholder environments to achieve outstanding performance while maintaining trusted relationships.
* Experience across multiple European markets. Knowledge of German, French or Spanish is a distinct advantage.
Why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We offer a hybrid work model (three days in the office, two days remote) and a comprehensive benefits package, including regular annual and personal leave, anniversary leave, volunteer leave, and a paid parental leave scheme.
Seniority level
* Executive
Employment type
* Full‑time
Job function
* Accounting/Auditing and Finance
* Insurance
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