Head of Operations

Zurich is one of the world's leading insurance groups and one of the few to operate on a truly global scale. With about 53,000 employees serving customers in more than 170 countries, our mission is to help people and businesses understand and protect themselves from risk. We support individuals, small and medium-sized companies, and global corporations by offering a broad range of insurance products, solutions, and advisory services.

This role is at the core of Zurich's newly established cross-border individual life protection business – a dynamic area dedicated to driving growth and innovation. As part of a small, agile team you will collaborate across multiple markets to develop tailored life protection solutions for our customers. Together, we are shaping the future to secure brighter outcomes for those we serve, wherever they are in the world.

Key Accountabilities

The Head of Operations - Individual Life will work with the leadership team to design, implement and lead the end-to-end operating model for new business, policy administration, claims and customer support in a fast-growing greenfield environment. They will ensure efficient customer servicing and claims management, maintaining strong governance and full compliance with regulatory, contractual, and operational standards. Working in close collaboration with the appointed Third-Party Administrator (TPA), they will oversee operational delivery for the B2B2C individual life insurance business across the EEA, ensuring scalability, quality, and compliance across all markets while delivering a best-in-class customer experience.

Main Responsibilities 

• Oversee the entire insurance operations services end-to-end operational service delivery including claims.
• Manage multi-channel support function (phone, email, chat/portal), focusing on first-contact resolution, complaint handling and partner/intermediary support.
• Define and monitor service level agreements (SLAs) and KPIs for TPAs and other outsourced partners.
• Drive operational readiness for new product launches and market rollouts
• Oversee the claims governance framework, ensuring compliance with Zurich standards and local regulations
• Monitor claims handling by TPAs to ensure fairness, timeliness, and accuracy
• Ensure claims data integrity, reporting, and trend analysis to identify improvement opportunities
• Establish and maintain robust operational controls, audit readiness, and regulatory compliance (including outsourcing governance)
• Manage operational risk frameworks and incident reporting
• Support regular TPA performance reviews, contract compliance, and renewal processes
• Partner with Compliance, Legal, and Risk teams to ensure alignment with internal policies and external obligations
• Lead and grow the team – recruit, coach and develop Operations, Claims and Customer Service staff
  
  

Skills and Experience 

• Minimum 10 years' experience in Life Insurance operations, including claims management and outsourcing governance
• Proven experience in managing TPAs or BPO partners within a regulated insurance environment
• Deep understanding of life insurance administration systems, process design, and customer service frameworks
• Strong knowledge of outsourcing regulations, operational risk, and compliance requirements (preferably EU/EEA context)
• Experience in digital/embedded insurance models is an advantage
• Excellent leadership, stakeholder management, communication skills & customer focus
• Fluent in English is mandatory; additional languages are an asset

We offer 

• Full-time position in our friendly and motivated team in Luxembourg
• International working environment  
• Compensation packages to high standard market rates 
• A high standard Group health insurance & Pension plan  
• Flexible working policy to support your work life balance 
• Career path and opportunities within Zurich Group
• Executive Managers whose doors are always open
• A work model based on transparency and recognition   
• Training & Development for upskilling your future experience  

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that's what makes our team so great 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  LU - Luxembourg 
• Remote working:
• Schedule: Full Time
• Recruiter name: Mélina Carnal