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Operations Manager, ZCAM
Other
Are you a motivated and innovative person, interested in working on strategic projects for one of the largest global insurers? Then this job is definitely something for you.
As Operations Manager, you will be part of an agile delivery unit to power data-driven decisions and advancing the data and analytics capabilities of the Zurich organization. By leveraging new technology, the ZCAM (Zurich Customer Active Management) unit ensures that all stakeholders in the organization can efficiently access leverage data and use modern technologies to enable the business to be truly customer centric. As an Operations Manager you own the production operations of existing setups leading a wider cross-functional team of internal resources and external partners.
Within our chapter-based delivery model, you are the single point of accountability for production operations ensuring that all live solutions meet agreed service levels, that the RUN team is effectively resourced and managed, and that operational excellence is continuously advanced. You drive the adoption of Agentic AI and automation to enhance production resilience, reduce manual intervention, and future-proof our operations.
You act as the connective tissue between chapter leads, product teams, vendors, and senior leadership on all matters relating to production stability, operations resourcing and operational performance.
Key Responsibilities
- Production Operations Ownership: Own end-to-end accountability for production operations across all live Claims and Automation solutions. Ensure service stability, SLA/OLA adherence, availability targets, and operational health across the production landscape
- Own the resource model for the wider RUN team. Plan, allocate, and manage capacity across internal staff and external partners to ensure adequate coverage for BAU operations, incident response, peak periods, and planned maintenance windows
- Lead incident response and resolution processes; ensure root cause analysis and problem management drive sustainable fixes and reduce repeat incidents. Maintain escalation paths and on-call structures
- Define, monitor, and report on SLAs, OLAs, and KPIs for production services. Drive accountability for service performance and initiate corrective actions where targets are at risk.
- Systematically identify and eliminate operational inefficiencies, recurring issues, and manual toil. Drive measurable improvements in availability, mean time to resolve (MTTR), and operational cost
- Champion the adoption of Agentic AI and intelligent automation within production operations including self-healing mechanisms, automated monitoring and alerting, intelligent incident triage, and predictive maintenance
- Own the RUN operational budget, drive cost transparency, and identify opportunities to optimize spend though automation, vendor consolidation
- Ensure RUN operations comply with Zurich's IT governance, change management, security, and regulatory standards. Maintain audit readiness and operational documentation
- Engaging with various business and customer stakeholders as well as technology teams Lead incident response and resolution processes; ensure root cause analysis and problem management drive sustainable fixes and reduce repeat incidents. Maintain escalation paths and on-call structures
- Lead, coach, and develop the wider RUN team. Foster a culture of ownership, reliability, and continuous learning. Manage performance, onboarding, and skill development for production operations roles.
Preferred Qualifications
- Proven track record in production/RUN operations management, service management, or IT operations leadership
- Strong experience managing wider, cross-functional teams (internal and external) in a 24/7 or business-critical production environment
- Deep expertise in ITIL service management frameworks: incident, problem, change, and service level management
- Demonstrated experience in RUN resource planning, capacity management, and workforce scheduling across multiple products or platforms
- Track record of driving continuous service improvement with measurable outcomes (availability, MTTR, cost per transaction, automation rate)
- Familiarity with AI/ML technologies and enthusiasm for leveraging Agentic AI to automate and enhance production operations
- Strong analytical skills; comfort with data-driven decision-making, KPI dashboards, and operational reporting
- Excellent stakeholder management and communication skills; ability to translate operational complexity into clear executive-level updates
- Experience with operations and monitoring tooling (e.g., ServiceNow, Dynatrace, Splunk, Azure Monitor, PagerDuty, Jira)
- Knowledge of insurance industry operations, particularly claims processing, is an advantage
- Bachelor's degree in business, engineering, computer science, or related field; advanced degree is an advantage
- Fluent in Slovenian and English; any additional language is an advantage
- Acts with integrity, accountability, and sound business ethics; champions operational reliability and continuous improvement
- Acts with integrity, confidence, accountability and demonstrates sound business ethics and consistently adheres to, and promotes these throughout the project lifecycle
Additional information
We look forward to receiving your online application.
Zurich supports flexible working arrangements and recognizes that talent comes in many forms. Please feel free to discuss any flexibility needs during the interview process.
At Zurich, we challenge the status quo and focus on what can go right. We are an equal opportunity employer that values diversity, individuality and collaboration.
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): SI - Ljubljana
- Remote working: Hybrid
- Schedule: Full Time
- Recruiter name: Vesna Pivk