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International Service Team Leader




I am Paula, the recruiter for this role. I love to travel around the world and learn about new cultures. Lovely to meet you!


Perhaps this is the 10th Job Description you read today, sitting on your couch with Netflix playing in the background, or contemplating your life planning to refresh your career. I am sure by now all offers look the same.


I will be honest with you, at Zurich we do not claim to be perfect, but we are pretty cool! If you want to know why, keep reading!


But first, THANK YOU for showing interest in our company. We know that a job search can be challenging, but don’t worry, what goes around comes around!


Let’s get straight to the point! I will try to sum up our DNA in 2 essential points:


  • We love volunteering but we prefer to be Change Activists. What does that mean? We focus our efforts in helping youths in risk of social marginalization and fighting climate change by reforesting parks or woods in Madrid and in the Doñana Forest. This year alone, we have already volunteered for over 2000h!


  • At Zurich we say it loud and clear: We are proud of our colors, we believe that a diverse and inclusive team makes the difference. We don’t discuss disability, we discuss capability! We want you to be yourself, without closets in between or glass ceilings making you fragile. 50% of our high responsibility positions are occupied by women (including our Executive Committee). Do you know that we produce our own podcasts about gender identity? We are building a company were everyone is welcome!


At this point you might be asking yourself: Paula, how will be my day to day wearing the blue sweater?  I asked that question too.


You will be the lead of the Underwriting Operations team at SC Spain including Wording Operations activities and Property Prime & CABT implementations for IPZ Programs. Strongly collaborate with Digital Center of Excellence and Financial Lines Program implementation team and provide support to the central UW Teams in Financial Lines, Prime and CABT to delivery of Digital solutions across the network.


Key Accountabilities:


  • Lead UW Operations, Prime and CABT implementation team including 6-7 employees. Develop the team, train new joiners, and maintain back up and succession planning in place.
  • Maintain a fluent communication with the main stakeholders in the central UW teams for FL, Property and CABT to assure the service expected is met and their needs are fulfilled.
  • Maintained a fluent communication with the project leads at Business Transformation team and support all project activities related to IPZ Transformation program.
  • Participate and co-lead IPZ Transformation projects such as Wording Digitalization and Product roll out in Neo.
  • Keep fluent interaction with DCoE and FL Program Implementation managers to support the delivery of digital solutions and the update of the FL Guidelines reflecting any wording change accordingly.
  • Develop the UW Operations Governance Model at SC Spain clearly identifying roles and responsibilities of Wording Ops team and clearly differentiating from UW activities. Define and describe the activities performed by the team, how to manage and record them, define SLA with the main stakeholders, and set an alignment across the different Lines of business.
  • Through adherence to the guidelines, and with a mindset of continuous improvement, deliver optimal service to the Customers in Prime and CABT and make sure SLA are met.
  • Follow up on escalations to make sure excellent delivery within the network as well as creating a learning organization and sharing best practices.
  • Follow up on data quality in global systems.
  • Delivery on clean up actions stated in Quality Assurance Reports
  • Maintain good relationship with the IPZ network with the aim to improve our operations and services provided.

Business Accountabilities:


  • Lead the UW Operations team at SC Spain
  • Participate and co-lead IPZ Transformation projects.
  • Manage IPZ Portfolio for Property Prime
  • Responsible for implementing IPZ CABT produced programs.
  • Develop good relationships and maintain fluent communication with the Central teams, SC Spain team and IPZ Network.
  • Manage FL and Property Prime wording database and shared inbox.
  • Delivery High Quality solutions and drive continuous improvement activities across all services provided.


Performance Management Accountabilities:


  • Lead the functional area by setting individual objectives, reviewing performance/appraisals and providing on-going feedback on a formal & informal basis so that all staff are aware of what they are required to achieve and how they are performing against their objectives.
  • Model behaviors that demonstrate commitment to corporate values.
  • Drive philosophy for performance management into the organization.
  • Coach and assess subordinates in establishing and leading g high-performing teams.
  • Resolve significant business issues by creating teams of appropriate internal and external resources.
  • Take action to manage own personal development and encourage others to do the same.


How do you know you fit in? I’ll explain:


Don’t worry, we are not asking you to save the planet or meet 100% of the requirements.  


  • Degree/Master’s in economics, law or similar
  • Strong insurance background (business administration, economics, insurance management or similar). 
  • Understanding of insurance operations with special focus on handling highly complex international accounts.
  • 5 – 8 years’ experience in IPZ, either with an UWS or an UWR background.
  • Experienced in working internationally and cross-border.
  • Strong leadership skills, experience, and coaching capabilities.
  • Workload planning
  • Analytic and strategic thinker
  • Process and solution oriented through Zurich Lean activities.
  • Experience managing and defining international business processes and operations.
  • Ability to follow Operating directives and Performance Metrics
  • Advance level of English
  • Other languages welcome (i.e. Spanish)


Right now, either you feel as great as when you fit into the right size of your jeans or you are thinking “this is not for me” (and that’s ok, we will meet again in a bright future). However, you can share my contact with those near you who you feel might be a fit to the job.


At Zurich we love to live life to the fullest. I would love to know how we can make you happy, but for me, balance between life and work makes the difference. Flexibility and digital disconnection are real and encouraged.


#PorSerDeZurich, you can choose the benefits that best fit your needs. We all know that “to each their own”.


  • FlexWork: We love flexibility. We want to offer you a flexible hybrid mode so that you can organize your work schedule as you wish. We also offer you a home office extra bonus.
  • We believe you learn by doing, which means we allow movement of our employees in between different departments, both locally and at an international level thanks to the program “Talent in Motion”. And so, you can further your knowledge and growth, we offer English classes, training, and a personal mentoring program.
  • Flexible remuneration: You will be able to choose what suits you best! Choose from medical insurance, training, volunteering programs, kindergarten and so much more!
  • At Zurich we know that putting a smile on someone else’s face is easier than you think! That’s why we are activists! We will gift you a whole working day to dedicate to the cause that is closer to your heart.
  • Referral bonus if you bring other top talent like you! Just remember - we are not looking for perfection, so feel free to share my contact information with people you know who might be a good match, and I will be happy to meet them.
  • If Sport Spice as always been your favorite, now is your chance to get fit! Marathons, gym discounts and much more! Are you ready to go?
  • Do you prefer the beach or the mountains? You will have 25 vacation days, plus insurance day and your birthday to do all the things you love the most. But fear not, we mean real digital disconnection. Because we all know life is short and you deserve a good rest!
  • At Zurich we think about the future, therefore offer a retirement plan and life insurance and discounts in banking and other insurance products.


If you managed to read up to this point, THANK YOU! We are pretty cool, aren’t we?


If you feel butterflies in your stomach and you think we are a match, send smoke signs… or your CV if you think the smoke thing won’t cut it.


And to top it off, do you want to know what Zurich employees think? I could tell you we are nº1 Top Employers in Spain, but we would love you to hear it from our people by visiting our Glassdoor profile. No blessing in disguise!


I hope to meet you soon!


Paula Moreno.  

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