Who are we?

Wakam is a B2B2C insurance company that creates white-label insurance solutions via its Play&Plug® technology platform for more than 80 partners. We provide most of our insurance products through API, and hosts white label insurance solutions via our Play&Plug technology platform.

With a footprint spanning 32 countries and revenue of more than €900 million in 2023, mostly generated outside France, Wakam is the European leader in digital and embedded insurance.

Strongly committed to social responsibility, Wakam is a mission-driven company dedicated to “enabling transparent and impactful insurance".

As part of our development, we are looking to hire the future International Customer Satisfaction Coordinator, who will be responsible for overseeing part of our international operations, as well as managing claims and sensitive cases handled by Wakam’s partners in France and Europe.

Responsibilities

As part of the Delegated Operations France & Europe team, you will be responsible for monitoring a portion of the international operations of Wakam’s partners. In this role, you will be responsible for:

• Analyzing the claims received by Wakam and identifying the partners or departments capable/responsible for ensuring proper handling of the case
• Advising Wakam’s partners on how to handle customer dissatisfaction they receive
• Managing all regulatory reporting related to claims in France and Europe, and responding to requests from local regulators
• Ensuring compliance with contractual commitments of Wakam’s French and international partners related to claims management and fraud prevention
• Analyzing the root causes of insured parties’ dissatisfaction and reporting potential issues requiring corrective action
• Maintaining relationships with local authorities to ensure compliance with obligations in each country where Wakam operates (e.g., Mediators, Motor Bureaus, Guarantee Funds, etc.)
• Managing relationships with legal representatives in France & Europe

Additionally, you will contribute to:

• Diagnosing the current claims management process and measuring customer satisfaction internationally, to identify potential issues
• Formalizing and improving the claims management process and customer satisfaction measurement across international operations (rationalizing the number of authorized managers, writing procedures, creating new controls, setting up RACI matrices)
• Digitalizing the process (identifying tasks and processes that can be automated in collaboration with the IT team)

Desired Profile

• Degree from a Business School or University with a focus in insurance, management, or finance (or equivalent experience)
• 3 to 5 years of experience as a Project Manager, Customer Success Manager, or Claims Manager in an international insurance environment
• Strong attention to detail, curiosity, and an ability to dig deep into topics to propose relevant improvement ideas
• Demonstrates excellent organizational skills, enabling the management of multiple requests simultaneously and the ability to prioritize effectively
• Enjoys working in a team environment and demonstrates excellent communication skills, both verbal and written
• Fluent in English and French. Proficiency in a third language is highly desirable
• Positive energy, responsiveness, adaptability, and a team-oriented mindset are essential to support Wakam’s growth!

Recruitment Process

1. Meeting with one of our Talent Acquisition Specialists
2. Interview with a Team Lead from the Delegated Operations FR & EU team
3. Interview with our Head of Delegated Operations FR & EU
4. Meeting with our Head of Talent

Positive energy, agility, and team spirit are essential to support Wakam in its hyper-growth!

You have the Wakam mindset? Join us!

More about us

Our culture? Free to impact. A culture where everything is possible, where all ideas are taken into consideration, where everyone has an impact on the transformation of insurance! Hungry for freedom? Thirsty for autonomy? If you are adventurous and like challenges, then the Wakam adventure might be made for you!

Discover on our website who we really are with the 11 cultural markers that so well describe us!

Mindset compatibility with our ‘Free to Impact’ culture:

1. Think big
2. Biased for action
3. Curious and eager to learn
4. Can say no and find solutions
5. Aims for the moon (but please don’t stick on the moon)
6. And above all: have fun working together 🤜🤛 !

• Wakam is not based on a hierarchy but on a methodology where everyone finds their role and knows their objectives.
• With a flat hierarchical system and a highly collaborative operating model, Wakam is an extremely agile and transparent company.
• Every last Friday of the month, it's Free.day @Wakam, a day without meetings to take a step aside and dedicate ourselves to skills sponsorship or other activities (because we are curious, I remind you).
• Full-remote is a reality at Wakam (there is even one Wakamee who works from his sailing boat ⛵) with our Wakam From Anywhere (WFA) program.
• Last but not least : we are nice and we have fun! (you'll find out by yourself 😉)

At Wakam, we are committed to fostering an inclusive environment where diversity is celebrated. If you require any reasonable adjustments during the recruitment process, please feel free to reach out to your recruiter.