Claims Provider & Process Excellence Specialist (m/f/x) - Spain

About us

The world around us is changing rapidly and so is the insurance industry. Now’s the right time to make a bold move and shape the future of insurance – this is Allianz Direct! As a pan-European online insurer of the Allianz Group, launched in 2019, Allianz Direct is on its mission to become the most customer-oriented and efficient insurer on the market. Allianz Direct is truly changing the face of insurance, in customer experience, and in technology, processes, people and culture.

An international team of business experts and engineers who live and breathe an agile way of working, are seeking to improve and change the way you do insurance. Driven by customer obsession and love for data, Allianz Direct strives for delivering an exceptional experience with a personal touch.

So, what makes Allianz Direct so unique? We believe in the power of simplicity and convenience and by doing so we have managed to set new standards when it comes to online insurance.

About the Role

At Allianz Direct, we are building a digital, data-driven, and people-centric organization, where People & Culture plays a critical role in enabling business performance and transformation.

The Claims Provider & Process Excellence Specialist for Spain sits at the intersection of three of our biggest performance levers in the Spanish market: how we work with our claims partners, how we continuously improve the claims journey, and how we apply tools and technology to do both better. The role is responsible for optimising the way Allianz Direct works with third-party providers along the full claims value chain in Spain — including TPAs, repair networks, assessors, legal partners, and salvage — as well as MGA partnerships, while driving structured process improvement that controls claims losses and lifts efficiency.

You will work alongside the Head of Claims Operations for Spain and the local teams to execute the Spanish claims agenda, while collaborating closely with peers across the global Allianz Direct organisation — Global Claims Tribe, Operational Excellence, and the other market claims teams — to share know-how, align on standards, and bring the best of the group to the Spanish market.

You spend significant time understanding underlying data, listening, challenging, and scouting for partners along the claims value chain who help Allianz Direct exceed customer expectations in Spain. 

You collaborate across the full insurance value chain — procurement, operational governance, risk, product, pricing, actuarial, and finance — both locally and at European scale. Every day, you support the overall strategy of Allianz Direct becoming digitally unbeatable.

The successful candidate need to combine not only claims expertise, but ideally in combination with experience/affinity to technology and especially AI.

Key responsibilities

Claims provider and partnership management

• Optimise the utilisation of third-party providers across the full claims value chain in Spain to deliver a seamless customer experience
•  Manage day-to-day relationships and performance of claims service providers including repair networks, assessors, legal counsel, salvage and other claims service providers
•  Own the claims-side of MGA partnerships in the Spanish market, including claims handling oversight, bordereaux reviews, audits, and SLA governance
•  Continuously measure and monitor provider performance against KPIs (e.g. cycle time, SLA adherence, leakage, customer satisfaction, cost control), remediating below-benchmark performance where needed
• Conduct open- and close-file reviews and audits on TPAs and distribution partners
• Support with onboarding new partners along the value chain in coordination with Procurement and Operational Governance
•  Collaborate with provider managers in other Allianz Direct markets to share insights, align standards, and adopt best practices

Continuous improvement and process optimisation

•  Identify and resolve frictions in Spanish claims journeys and processes, particularly where third parties are involved
• Apply structured improvement methodologies — including Lean Six Sigma — to redesign processes end-to-end across the claims value chain
• Translate data and customer insight into concrete process changes that reduce cycle time, claims leakage and operational cost
• Rethinking of processes in combination with leveraging AI for more efficiency and effectiveness both with respect to   customer facing journeys, but also internally
• Work jointly with the Global Claims Operational Excellence chapter and local operational units to implement end-to-end solutions, ensuring Spain benefits from group-wide initiatives and contributes its own learnings back
  Tools, technology and business outcomes
• Leverage AI, machine learning, and automation to make the claims process more intuitive for customers and more efficient for the Spanish operation, identifying where tooling can unlock provider performance, fraud detection, segmentation, or straight-through processing
• Use data-driven decision-making to steer provider performance and identify optimization opportunitie

Qualifications and key skills

•  Bachelor or university degree in a related field
•  5+ years experience in P&C claims in the Spanish market, with proven exposure to third-party vendor management and / or MGA claims oversight and working knowledge of the Spanish insurance regulatory environment
•  Excellent understanding of claims processes, the claims value chain, and the broader ecosystem in which third-party providers operate in Spain
•  Hands-on experience with Lean Six Sigma or comparable process improvement methodology (certification a plus)
•  Strong analytical skills to make timely, data-driven decisions and comfort working with data, AI / ML use cases, and digital transformation programs
•  Strong relationship-building, effective communication and influencing skills with internal and external partners, both locally and internally across a global organization
•  Entrepreneurial mindset, customer obsessed, comfortable in agile organisations
•  Spanish and English language skills are essential — native or near-native Spanish, business-fluent English

100166 | Customer Services & Claims | Professional |  | Allianz Direct | Full-Time |

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in an inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Great to have you on board. Let's care for tomorrow.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.