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JOB OFFER​

We are expanding our team with an

SERVICE PARTNER AND CLAIMS MANAGER (m/f/d) in BElGRAD, serbia

YOUR JOB at LAMIE

Originating from Austria, LAMIE has evolved into one of the leading experts in InsurTech, combining absolute expertise in insurance management and innovative technology to unique insurance offers and a best-in-class customer experience across multiple European markets. Due to continuous growth and success in our partnerships across the CEE region, we are expanding our team in
Belgrade, Serbia, with a new position:

The Service Partner and Claims Manager is responsible for managing the repair partners and claims management process, ensuring customer satisfaction, efficient handling of claims, analysis and reconciliation, and continuous improvement in service operations and delivery. This role involves managing repair partners on international levels across the CEE region, implementing best practices in service operations, and supporting and collaborating with internal and external stakeholders to enhance customer satisfaction, ensure smooth business operations and cost efficiency.

YOUR role in the team

REPAIR SERVICE MANAGEMENT:

  • Partner Management of our repair service network for electronic goods
  • Maintain and develop further the implemented repair processes to address customer queries, complaints, and technical issues promptly and effectively
  • Monitor and analyse repair service performance metrics and implement strategies for continuous improvement and cost effectiveness

CLAIMS MANAGEMENT:

  • Oversee the claims process, ensuring timely and accurate assessment, resolution, and reporting with external stakeholders
  • Collaborate with relevant internal departments (product management, customer care, quality assurance, finance, legal) to streamline the claims processing
  • Maintain records of claims and analyse trends to identify recurring issues and recommend preventive measures
  • Reconcile claims data and provide monthly reports
  • Thrive for continuous automation of claims processing

ASSET MANAGEMENT:

  • Optimise sourcing of assets for customer compensation
  • Utilization, recycling and disposal of scrap devices
  • Initiate projects on sustainable and resource-saving claims processes

PROCESS IMPROVEMENT AND REPORTING:

  • Analyze after-sales and claims data to identify trends and areas for process improvement
  • Provide regular reports and insights to senior management on after-sales and claims performance
  • Ensure compliance with company policies and regulatory requirements

our expectations

EDUCATION:

  • Bachelor‘s degree in Business Administration or Certified Insurance Expertise

EXPERIENCE:

  • 3 – 5 years of experience in after-sales function in telecom or consumer electronics industry, large scale repair operations for consumer electronics, or insurance company with similar claims management objectives.
  • 2 years supervisory experience is preferred. Additional skills and know-how in insurance is a plus

SKILLS:

  • Strong external leadership and management abilities in cross-functinoal teams
  • Excellent communication and interpersonal skills
  • Problem-solving and decision-making attitude
  • Negotiation skills
  • Proficiency in CRM software and claims management systems
  • Advanced Excel know-how
  • Analytical mindset with a focus on data-driven decision-making
  • Fluent in written and spoken English (company language). Additional language skills (Slovenian, Bulgarian, Macedonian, German) are a plus
  • Personal Attributes: Customer-centric approach without losing business focus, resilience under pressure, adaptability to change, willingness to travel and independent working style

Key performance indicators (KPIS)

• Average claims costs
• Net promoter score (NPS)
• Claims resolution time (TAT)
• Complaints rate
• After-sales operational efficiency metrics

REPORTS TO:

  • Senior Claims Manager/Regional Manager

WORK ENVIRONMENT:

  • Office-based with occasional travel to meet with partners and visit service sites. Home Office opportunity up to 25% of working hours
  • Our offices are located perfectly at USCE tower in Novi Beograd, thus you will find your workplace in a modern and convenient surrounding at one of the most admired office buildings in Serbia

COMPENSATION:

  • Competitive salary and benefits package, including performance bonus and professional development opportunities, private health insurance package

This role is ideal for someone passionate seeking for a position in an international, highly professional and absolutely dedicated team cooperating with experienced and specialized external partners within the CEE region and who is able to bring in operational excellence, a proven track and success record in a dynamic environment.

download job description as PDF

INTERESTed?

Then we look forward to receiving your meaningful application by e-mail to jobs@lamie-direkt.at or per

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