Job Description Where will your career take you next? Let’s find out together. At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all. Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter. What you’ll be doing: You’ll play a key role in ensuring new partners are onboarded smoothly and efficiently within our Claims partnerships, delivering excellent customer outcomes throughout the process. You’ll work with our project team to own the actions to successfully onboard the claims and complaints elements of new partnerships. You’ll take ownership to ensure that claims and complaints operations are delivered smoothly and in line with expectations, delivering excellent customer outcomes. You’ll provide technical claims and complaints input into policy wordings, TPA contracts and operational processes both internally and with our partners. You’ll make decisions to ensure the successful delivery of new partners into the business within demanding timelines. You’ll create, maintain and deliver action plans to successfully achieve all requirements to support the onboarding of new partners into the business. You’ll review policy wordings and update them with partner-specific details. You’ll review TPA agreements to ensure that these are compliant with Cover-More policies. You’ll work with our partner insurers to deliver in line with their requirements and set up processes and procedures to deliver strong governance in line with Cover-More and Zurich requirements. What skills and experience you’ll bring on this journey: You’ll have strong experience managing claims and/or complaints for personal lines or commercial customers. Prior experience of travel and assistance claims is an advantage. You’ll have experience working with TPA service relationships, including managing performance issues and remediation actions. You’ll bring a mindset of continuous improvement and a track record of delivering implementation, uplift and transformation programs. You’ll have sourcing, vendor and relationship management skills, including experience managing and overseeing critical third parties and monitoring and reporting performance against quality and service delivery metrics. You’ll have experience working within customer-centric environments, aligning operations to customer values and developing a culture of continuous improvement focused on enhancing the end-to-end customer experience. You’ll be able to build trusted “peer-to-peer” relationships with operational counterparts in partner organisations, ensuring that respective roles and responsibilities are understood and reflected consistently in day-to-day operations. You’ll be available for a 12-month contract period. Why you’ll love working with us! We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking. We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, 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 you can 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 rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career. 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 believe your career should take you places – literally. At Zurich Cover-More, we support your professional journey and your passion for travel with complimentary travel insurance. So go ahead, start planning your next adventure today! Investing in your health and your future. We offer a competitive health insurance package with comprehensive mental health coverage, access to an Employee Assistance Program (EAP), and a pension scheme with employer contributions – helping you build a secure and healthy future. Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for. Apply today and let’s go to great places together! #LI-Hybrid
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