Senior Product Manager - Case Management & BPM at Zurich… · Mumbai

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers*.* Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About the opportunity:

When a traveler's bag goes missing or a trip is cancelled, what happens next runs on our operations: claims, policy changes, refunds, documents and service requests. We're moving that work onto one enterprise case management and BPM platform, used by up to 2,000 people across North America and Australia–New Zealand first, then Europe.

We're looking for a Senior Product Manager to own it. You'll decide which processes move first, lead our BPM analysts in the US and India, and work with our implementation partner to deliver workflows that cut handling time and manual effort.

What you’ll be doing:

• Own the case management and BPM vision, roadmap and backlog across claims, servicing and operations
• Rank processes by value: volume, handling time, errors, customer impact and regulation
• Design processes once and configure them by region, brand and partner
• Apply a clear automation order: API first, RPA where there's no API, people where judgment matters
• Bring in AI where it pays: document intake, triage, next-best action and handler summaries
• Give handlers one workspace for cases, documents and customer context
• Lead the BPM analyst team and set standards for process design and requirements
• Act as Product Owner with our SI partner: epics, acceptance criteria, sprint reviews and sign-off
• Plan rollout, training and adoption with operations leaders in each region

What skills and experience you’ll bring on this journey:

• 10+ years in product management, operations transformation or BPM
• 5+ years owning a case management or BPM platform such as Pega, Appian, Camunda or ServiceNow
• A track record of automation that measurably cut handling time or cost
• Experience rolling out a shared platform across regions or business units
• Strong process design skills: BPMN, Lean, SLAs and work allocation
• Experience leading analysts and managing SI partners and vendors
• The credibility to bring operations and technology leaders to one plan

Nice to have

• Insurance claims, policy servicing or assistance operations experience
• Migration from legacy claims or case systems
• AI in operations: document intake, triage or agent assist
• Lean Six Sigma certification
• BPM platform or Scrum Product Owner certification

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home, after an initial training period.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We also offer some other perks including:

• Mediclaim insurance cover in case of any health emergency
• Coverage under group personal accident insurance
• Flexible and compressed work weeks and hybrid working options.
• Generous range of paid leave – 21 annual leave days, 6 sick leave days, 12 public holidays
• An extra day off for you to take on your birthday or your annual work anniversary.

Appy today and let’s go to great places together!

#LI-Hybrid