The role should assist the Europ Assistance SA Deputy CEO in:

1. Monitoring outsourcing policy deployment and related works around outsourcing activities (annual assessment, Board of Directors authorization, ACPR notification) in coordination with other Europ Assistance SA central team resources
2. Preparing and leading Europ Assistance SA Governance (Steering Committee, Central Functions) with central team and countries; contribution to ExCom and Quaterly Business Reviews
3. Handling new branches creation or newly acquired entities integration
4. Handling the short-term and the already launched transformation initiatives carried over from previous programs in Europ Assistance SA or in the Group with a direct impact on Europ Assistance SA and monitoring the overall transformation roadmap and related initiatives (control tower)
5. Provide methodological support in project management for other central functions and countries

The role is also responsible for the complaints and outsourcing monitoring. The  Central Complaints and Outsourcing Manager reports to the Head of Operations.

Responsibilities:

Lead the complaints management process and outsourcing management process at global level and ensure its effective implementation in all Europ Assistance SA entities:

• Ensure complaints management process is clearly formalized and complaints are fairly and consistently managed from a customer point of view
• Ensure implementation of unified complaints monitoring KPIs
• Ensure implementation of unified quality action plans
• Ensure the production of the reporting to the regulator (ACPR)

• In full collaboration with Procurement, lead the outsourcing management process at global level and ensure its effective implementation in all entities
• Ensure that outsourced activities are identified and documented as per internal Policies
• Ensure that the outsourcing agreements and contracts are respected by the provider of outsourced service

Governance responsability as a member of the Europ Asistance SA Steering Committees

• As a member of  Steering Committees: prepare and lead Steering Committee with central team and countries: agenda definition, consolidation of meeting support
• Ensure smooth coordination and flow of information between Steering Committee on the one hand, and branches, central Control Functions and other Group bodies (e.g. GMC, Board) on the other hand
• Contribute to  ExCom and Quaterly Business Reviews
• Ensure smooth coordination between EA SA branches on various transversal topics

New branches creation or newly acquired entities integration

• On an ad hoc basis, play the role of Program / Project director to support transformation initiatives in relation with new branch creation, or with mergers / acquisitions operations

Transformation related initiatives

• Handle the short-term and the already launched transformation initiatives carried over from previous programs in the company or in the Group with a direct impact on Europ Assistance SA 
• Monitor all transformation related initiatives (as a “control tower”)

Provide methodological support in project management for other central functions and countries

• Coach on project management methodology, as well as skills in other areas
• Ensure smooth coordination between central team and Branches on transversal initiatives / projects

Preferred Experience

• Experience of 8 years minimum in consulting and service companies or in insurance with a strong international exposure
• Master degree from a TOP School
  
• Fluent French and English (other European language is a plus)
• Extensive experience in international transformational projects and in cross-department transversal projects.
• Ability to work in a matrix / teamwork and to drive a multicultural team.
• Global multi-country management experience is a plus

 Apply now and be a part of our dynamic and innovative organization.

Recruitment Process

1/ HR 

2/ N+1 

3/ Optional : technical test, N+2, culture fit

Additional Information

• Contract Type: Full-Time / Temporary till September 2025
• Location: Saint-Denis
• Education Level: Master's Degree
• Experience: > 8 years
• 50% remote

About

With over million customers around the world and 12,000 employees in 37 countries, Europ Assistance is the 2nd global player of assistance services in 3 areas: travel, mobility, and personal care. Founded in 1963, Europ Assistance, the inventor of assistance, supports customers in over 200 countries and territories thanks to our network of 750.000 approved providers.

Our mission is to bring people from distress to relief – anytime, anywhere. We provide automobile assistance, travel assistance and insurance services, as well as personal assistance services such as the protection of the elderly, the protection of digital identity, telemedicine and the Conciergerie. The company vision, shared by our 12,000 employees, is to prove every day that we are the most reliable care company in the world, and to make our people proud of who we are, what we do, and, how we do it.

Europ Assistance is part of the Generali Group, one of the world’s leading insurers. It is with the support and commitment of Generali, its shareholder, that the Europ Assistance Group has become the world leader in its sector. As long-standing partners, the two entities are jointly committed to future-oriented projects.

Our promise and tagline, "You Live, We Care" is what we stand for every day. We are a care business, delivered by people. "We care" means that we are caring, available, reliable and easy to work with. Our employees bring those values to life.

As a leader in the assistance industry, we are looking for a passionate, committed, and self-driven talent to help us shape the future of the industry.

Europ Assistance is committed to inclusion and non-discrimination. We act in favor of disability, social diversity and equality. Above all, we recruit skills and personalities, and diversity within our teams is key because it is a source of innovation and performance.

Make an impact, join Europ Assistance!