Head Customer Care

**About the Role**

You will lead, support, and shape the Team of Customer Care Specialists, who are responsible for customer management and interaction with P&C and L&H customers across EMEA. You will work closely in cross functional teams across the unit, within and outside of Operations. You and your team should act as a SME for Customer related topics.

Other key responsibilities:

- Drive business value by establishing and tracking customer centric KPI's to ensure best customer Outcome
- Proactively identify operational problems and risks by observing and studying the functioning and performance of systems and team and develop adequate mitigation actions
- Provide operational management information by collecting, analyzing, and summarizing operating trends and prepare the monthly reporting including the detailed explanation of trends in service performance
- Establish and develop relationship with your stakeholders, peers and counterparts, internally and externally
- Take a lead in customer complaint investigation and manage resolution and providing the response to customer complaints
- Review and continual improve the operational processes to further automation

You will report to the Head Customer Care and Policy Management.

**About the Team**

iptiQ is revolutionizing insurance industry by building the most sophisticated after-sales service delivery supply chains, using the latest technology to solve complex problems. We are highly motivated team interacting with the customers from different countries in EMEA region.

**About You**

You are proactive, solution oriented and experienced people manager with great organizational skills. You are a strong collaborator, entrepreneurial and showing commercial savvy when driving decisions. If you get positive attitude and enjoy effectively collaborating with team members, express leadership supporting your views and ideas while being open to different opinions we will be happy to get to know you.

Essentials:

- You possess a university degree (Master's equivalent)
- You have 3+ years' experience as a people manager, in insurance business and/or customer management
- You are experienced in leading multi-language and diverse team serving the customers in different countries across EMEA region
- You understand the risks, challenges and opportunities presented by data and digitalization
- Fluent in English (Fluency in German, Italian or any other EU languages is an advantage)
- Experience in Agile working environments
- Proficient user of MS office suite

LI-Hybrid

**About iptiQ**

At iptiQ, we partner with established brands around the world to create impactful digital insurance solutions. We make it easier for consumers to buy the insurance they need from the brands they trust. We provide life and non-life insurance through our end-to-end digital platform and build multi-channel customer experiences.

What we offer our employees is outstanding. Hybrid working in offices across the world, phenomenal learning & career opportunities and a culture that encourages new perspectives to challenge conventions and come up with innovative solutions. We believe in the power of inclusion. Drawing on our employees' broad range of perspectives, life experiences and backgrounds stimulates creativity and gives us a competitive edge. iptiQ embraces a workplace where everyone has equal opportunities to thrive regardless of their age, gender, gender identity and/or expression, sexual orientation, race, ethnicity, religion, physical or mental ability, or other characteristic and can be their authentic self. Ignite your curiosity to shape digital insurance.

iptiQ is part of Swiss Re, one of the world’s leading providers of re/insurance and risk transfer solutions. This means we’re backed by Swiss Re’s capital strength and more than 150 years of risk knowledge. Through our partnerships, we contribute to Swiss Re’s vision to make the world more resilient.

During the recruitment process, reasonable accommodations for special needs are available upon request. If contacted for an interview, please inform the Recruiter/HR Professional of the accommodation needed.

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**Reference Code**:125871