The Delivery & Operations Manager supports the effective day‑to‑day running and ongoing development of the Madrid Claims Centre. Reporting to the Madrid Claims Centre Manager, the role focuses on turning agreed priorities into practical delivery – coordinating people, processes, data and technology so that the hub operates efficiently, consistently and in line with regional expectations.Working closely with colleagues across claims operations, technical teams and support functions, the role helps to shape how work flows through the centre, how performance is monitored, and how digital tools, automation and continuous improvement are embedded into everyday practice.
Key Responsibilities
1 Strategic & Operational Leadership
- Act as the operational co‑pilot to the Madrid Claims Centre Manager, translating centre and regional strategy into a clear, prioritised operational roadmap for the hub.
- Provide end‑to‑end support across all operational areas in the Madrid Claims Centre, ensuring alignment on goals, service standards and ways of working.
- Contribute to strategic planning for the hub (capacity, skills, technology, processes), anticipating future needs and positioning the centre to support growth and evolving business demands.
Ensure day‑to‑day operations are well controlled, transparent and effectively communicated.
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2 Data, Digital, Automation & AI
- Build and lead a continuous improvement and automation roadmap for the Madrid Claims Centre, using operational and customer data, as well as colleague feedback, to prioritise initiatives.
- Champion the adoption of digital tools, AI and automation (e.g. workflow tools, triage, analytics, smart reporting) to reduce manual work, improve accuracy and accelerate decision‑making and claims resolution.
- Collaborate with the EMEA Operations MI/BI Team on the design, rollout and refinement of metrics, dashboards and reports, owning the local insights and narrative alongside the Cluster Claims Manager.
Ensure new tools and dashboards are embedded into daily operations with clear usage expectations and measurable impact on productivity, quality and customer experience.
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3 Reporting & Performance Management
- Supporting hub performance framework : define, track and manage KPIs and SLAs for the Madrid Claims Centre (volumes, accuracy, turnaround times, customer metrics, backlog, etc.).
- Provide the Madrid Claims Centre Manager with regular and ad‑hoc performance reports, highlighting insights, risks and opportunities, and proposing specific actions.
Use performance data to inform decisions on prioritisation, resource allocation and process changes, ensuring optimal delivery and transparency across teams.
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4 People Leadership & Culture
- Lead Team Development: Coach, mentor, and lead a team of claims processors and Associates.
- Partner with HR to support recruitment, onboarding and development across the hub.
- Foster a culture of continuous learning.
- Represent regional and cluster leadership locally, acting as an ambassador for strategy and ensuring clear, consistent communication to all teams.
- Lead a structured continuous improvement programme (e.g. Lean, process re‑design, standardisation), maintaining a visible pipeline of initiatives and tracking delivered benefits.
- Work with leaders and QA to document and embed best practices, continuously evolving operational playbooks and SOPs as processes and geographies change.
- Ensure timely and complete compliance with Controls, Audits and QA.
5 Continuous Improvement, Risk & Governance
- Lead a structured continuous improvement programme .
- Work with leaders and QA to document and embed best practices.
- Ensure timely and complete compliance with Controls, Audits and QA.
6 Projects, Change & Innovation
- Secure and coordinate SMEs for regional initiatives, ensuring Madrid’s needs and opportunities are fully represented.
- Coordinate User Acceptance Testing (UAT) and System Testing , ensuring that new systems and enhancements are effectively adopted and deliver their intended benefits.
- Own and articulate local Change Requests (CRs) to the EMEA Claims Systems Team.
7 Coordination, Onboarding & Operational Support
- Oversee work transfer and workload coordination across teams, ensuring robust coverage, optimal productivity and effective support of multiple tasks and languages.
- Coordinate onboarding and system training , ensuring new joiners and internal movers are quickly operational and confident on systems and processes.
- Act as a senior escalation and technical support point for operational and system queries, partnering with IT and global systems teams to resolve issues and improve user experience.
8 Stakeholder Management & Representation
- Build strong relationships with Claims Directors, Lines of Business heads, RCCMs, Finance, IT, HR and other regional stakeholders.
- Represent the Madrid Claims Centre in internal and external meetings and forums.
1 Operations & Leadership Profile
- Proven experience in a senior operations or delivery management role, including management of managers/team leaders and multi‑disciplinary teams, ideally within insurance, financial services or a comparable regulated environment.
- Strong strategic and critical thinking skills, with the abilityty to understand business drivers and translate them into clear operational priorities, plans and measurable outcomes.
- Deep experience using data and performance metrics to manage teams and operations, inform decision‑making and drive continuous improvement.
- Exposure to digital transformation and/or automation/AI in an operations context (e.g. workflow tools, analytics, process automation), and comfort acting as a bridge between business and technical teams.
2 Technical / Expert Profile
- Strong technical background in claims, systems and/or process design , with the ability to act as a subject‑matter expert and trusted advisor to the Madrid Claims Centre leadership team.
- Experience working closely with IT, MI/BI and/or systems teams on requirements gathering, UAT, system design, configuration and optimization.
- Proven ability to translate complex technical topics (systems, data, AI, workflow, controls)
Comfortable owning and driving technical change.
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Common to Both Profiles
- Excellent communication, organizational and stakeholder‑management skills, with the ability to explain complex topics in a clear, compelling and accessible way.
- Ambitious, results‑driven mindset with a track record of delivering against challenging deadlines and service standards.
- Solid claims/operations background from an insurance or brokerage environment (or comparable industry), with strong integrity and attention to detail.
- Minimum 5 years’ relevant experience with clear evidence of impact in operations, claims or technical/solutions roles.
What we Offer in Return:
- 32 days of vacation a year
- 2 days working from home option + additional flexible days
- Working from home allowance
- Entry time flexibility
- Private medical insurance
- Life and accident insurance
- Meal allowance
- Pension plan
- Stock purchase plan
- Flexible compensation scheme
- Wellhub
- Employee assistance program
Comprehensive Learning & Development offer
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Integrity. Client Focus. Respect. Excellence. Teamwork
Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.
Diversity & Inclusion
At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Equal Opportunity Statement
It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for positions with Chubb Spain must be legally authorized to work in Spain.
