Madrid - Spain Head of Claims

Are you ready to be a part of something extraordinary? At Prima, we are not just another tech company - we are trailblazers in the insurance industry, challenging the status quo since our inception in 2015. With a remarkable €170 million investment since 2018 and over 2 million active clients, we are proudly on our way to becoming Europe's leading car insurance provider. Our secret weapon? Technology, which lies at the very core of everything we do.

Prima Spain, which launched in 2022, operates under a fully-outsourced claims handling model through a Third Party Administrator (TPA). However, to enhance efficiency and control, Prima is now gearing up to gradually internalize the claims handling process over the coming months, with the ultimate goal of establishing a fully in-sourced model for the long term.

In light of this strategic realignment, we are actively seeking a dynamic and seasoned Head of Claims Management. This pivotal role entails not only shaping the claims internalization strategy but also leading the team through its seamless execution and beyond. Throughout this transformative phase, the Head of Claims Management will diligently work to ensure a smooth shift, while fostering a strong and efficient partnership with the claims Third-Party Administrator (TPA). By prioritizing the optimization of claims handling and recognizing its direct impact on profitability (Loss Ratio), they will uphold customer satisfaction and guarantee the continuity of smooth operations. After the transition, their leadership will remain crucial in maintaining the team's high performance and achieving long-term success in claims management.

Key Responsibilities:

Develop and Implement Claims Internalization Strategy:

• Strategize the step-by-step internalization of claims activities, defining priorities and creating a roadmap for the team's structure and expertise.
• Design handling processes to ensure handling effectiveness and excellent service levels · Establish a network of suppliers, negotiating agreements and fostering strong relationships

Build and Lead the Claims Management Team:

• Grow and shape the claims department, aligning team expertise with the strategic goals and business requirements and assume strong leadership to foster team cohesion and excellence in claims handling.

Monitor Performance and Quality:

• Define and closely monitor Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and claims trends to ensure top-quality handling by both internal teams and external providers.
• Implement corrective actions when needed to maintain high standards.

Improve Processes and Efficiency:

• Continuously enhance processes to ensure quality, efficiency, and cost control within the claims management function.
• Collaborate with the Product & Tech team to define requirements and functionalities for our internal claims platform and foster innovation and new practices to improve the overall effectiveness of the handling activities

Collaborate Across Departments:

• Work closely with the Heads of Customer Service and Underwriting to ensure customer satisfaction and control over the Loss Ratio.
• Work with Italy and UK teams to ensure learnings and best practices can be shared and implemented among countries

Requirements

What we are looking for:

• 6+ years of strategic experience gained from consulting, strategy departments or similar roles
• Demonstrated ability to design strategic plans and effectively execute and manage their implementation, with a track record of achieving successful outcomes
• Proficient analytical skills with the capability to independently organize work for yourself and the team, making informed decisions and taking calculated risks
• Exceptional interpersonal skills and leadership abilities, fostering a collaborative work environment, adaptability, and openness to change.
• Excellent command of the English language
• An entrepreneurial and innovative mindset, constantly seeking new and creative approaches to problem-solving.

Preferred Qualifications:

• Familiarity with the dynamics of claims handling in the motor insurance industry, including knowledge of 'convenios,' understanding of key team roles, and familiarity with main Key Performance Indicators (KPIs).
• Previous experience working in a tech company, demonstrating an understanding of how Product & Tech teams are organized and the ability to collaborate effectively with them.
• Proven negotiation skills, showcasing your ability to achieve favorable outcomes through effective communication and persuasion.

Research shows that some people are less likely to apply for jobs unless they meet every single criterion. At Prima, we are committed to building diverse teams, so we encourage you to apply even if your past experience may not align perfectly with the job requirements. You still might be a great fit!

Benefits

• Competitive salary aligned to your experience
• Hybrid working from our Madrid office - We value work-life balance and offer flexible work arrangements to support our employees' personal and professional needs
• State-of-the-art devices and tools
• Training and mentoring opportunities
• Dedicated team building events
• Innovative, informal and friendly environment, with a passionate and talented team
• Opportunity to work in a scale-up where your work and results are essential to the success of the business.

Prima is an equal opportunity employer that is committed to diversity and inclusion in the workplace. The company prohibits discrimination of any kind based on race, colour, sex, religion, sexual orientation, nationality, disability, genetic information, pregnancy, or any other protected characteristic as outlined by national laws.