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The HR Quality Mark is a standard, developed by FHRD, that recognises organisations for their effective HR practices.

For its commitment towards training its staff in Mental Health First Aid. The organisation is better equipped at helping people who are developing a mental illness or are in a mental health crisis

This Equal Pay Certification recognises our organisation’s commitment to ensuring equal pay for work of equal value between women and men, as verified by the NCPE’s Equal Pay Tool.

Mapfre Malta

Data Governance Analyst

Role Overview

We are seeking a Data Governance Analyst to join our Data Management team and support the practical implementation of data governance across the organisation. The role combines governance, data quality and metadata responsibilities with hands-on analysis of business processes, requirements and data issues.

The successful candidate will work closely with business users, data owners, data stewards, Data Engineering and IT to define and document data, investigate quality concerns, translate business needs into clear requirements, and support the delivery and validation of trusted data solutions.

This is not a purely policy-based governance role. It is suited to someone who is comfortable working directly with data, processes and business stakeholders, and who can move between governance activities, analysis, testing and delivery support.

Key Responsibilities

Support the implementation and ongoing development of the organisation’s data governance framework, policies, standards and operating practices.
Maintain business glossaries, data definitions, critical data element registers, ownership records and related governance documentation.
Work with business data owners and stewards to define data quality expectations, rules, thresholds and remediation actions.
Profile and analyse data using SQL, Excel, Power BI or similar tools to identify quality issues, patterns, exceptions and root causes.
Maintain the data issue register, coordinate follow-up actions, monitor progress and escalate unresolved or high-impact issues.
Document business and technical data lineage, source-to-target mappings and the flow of information across systems, reports and processes.
Gather, analyse and document business requirements, process flows, business rules, functional requirements and acceptance criteria.
Act as a bridge between business users and technical teams, ensuring that requirements, definitions and expected outcomes are understood consistently.
Support the validation of data warehouse outputs, datasets, dashboards and reports against agreed definitions and business rules.
Prepare test scenarios and test scripts, support user acceptance testing, document results and coordinate the resolution of defects.
Support governance meetings and working groups through clear materials, decisions, action tracking and stakeholder follow-up.
Contribute to data governance, data quality and business analysis activities across the Client, Policy, Claims, Product, Finance and other priority data domains.

Collaboration & Delivery

Work closely with Data Engineering to translate approved business rules and data quality requirements into repeatable technical controls.
Engage business teams to understand how data is created, maintained and used, and identify practical improvements to processes and controls.
Collaborate with IT, Compliance, Risk, Security and other stakeholders where data usage, access, privacy or regulatory requirements need to be addressed.
Contribute actively to data warehouse, reporting, data quality and platform initiatives from requirements through testing and implementation.
Help embed a practical governance culture based on clear ownership, trusted definitions, measurable quality and accountable follow-up.

Essential Skills

Practical experience in data governance, data quality, business analysis, data management or a closely related role.
Proven ability to gather, challenge and document business requirements, rules, process flows and acceptance criteria.
Hands-on analytical capability using SQL and Excel, with the ability to investigate data and explain findings clearly.
Experience documenting data definitions, quality rules, ownership, lineage, issues or controls.
Strong stakeholder engagement skills and the ability to work effectively across business and technical teams.
Ability to organise work, maintain accurate documentation and follow issues and actions through to closure.

Experience & Technical Skills

1/2 years’ relevant experience in data governance, business analysis, data quality, reporting, insurance operations or a similar environment.
Working knowledge of data governance concepts including ownership, stewardship, metadata, lineage, critical data elements and issue management.
Good SQL skills, including the ability to query, compare, reconcile and validate data.
Strong Excel capability; experience with Power BI or other reporting and visualisation tools is an advantage.
Experience preparing functional requirements, process maps, test scripts and user acceptance criteria.
Experience with data cataloguing, governance or quality tools such as Collibra, Microsoft Purview or similar platforms is an advantage.
Knowledge of privacy, security and regulatory expectations relating to data is an advantage.
Experience in insurance, financial services or another regulated environment is desirable.
Experience working in Agile or iterative delivery environments is beneficial.

Personal Attributes

Practical and analytical, with a willingness to investigate issues directly rather than relying only on high-level documentation.
Comfortable moving between detailed data analysis, business discussions and formal governance activities.
A clear communicator who can translate between business language and technical detail.
Collaborative and credible when working with data owners, stewards, users and technical specialists.
Proactive, organised and accountable, with strong attention to detail and follow-through.
Curious about how the business operates and motivated to improve the way data is understood, controlled and used.
Open to learning new tools, techniques and business domains.

What We Offer

Opportunity to help shape and operationalise the organisation’s data governance and data quality practices.
A varied role combining governance, hands-on data analysis, business analysis and delivery support.
Exposure to enterprise data warehouse, reporting, metadata, data quality and strategic data platform initiatives.
Close collaboration with business leaders, data specialists and technology teams across the organisation.
Opportunity to develop a broad career path across data governance, business analysis, data quality and data management.

Salary Bracket

€25,000 – €35,000

List of Benefits:

+ Flexible working hours during the year
+ Summer working hours (July & August) – Mon till Frid 8.00am till 15.30pm
+ Fully equipped Gym in Premises (Equipped with showers, toilets & lockers)
+ Birthday Leave on your birthday day!
+ Health Insurance (Hospital Scheme)
+ Life Insurance
+ Personal Accident Insurance – Covers 24/7 the employee.
+ Transport Allowance (€ 312 per year pre-tax)
+ Canteen Allowance (€ 375 per year pre-tax)
+ Longer Maternity Leave (From 14 weeks to 16 weeks full pay)
+ Return to Work Benefit (Mothers) – Once back from maternity for the first year the firm will give you full pay whilst the mother work 30 hours.
+ Longer Paternal leave (Maximum 10 days leave, 5 Days of this leave to be taken immediately following birth and the other 5 days are to be taken within a month following birth of the child.
+ Children Sick Leave (Additional 30 days
+ Pension Plan Incentive after 2 years of Seniority
+ Active Ageing Incentive (The last two years before getting the pension, the firm will allow you to work 30 hours whilst getting paid full 90% of the pay (40hours).
+ Study / Exam Leave
+ Sports and Cultural Leave
+ Sponsorship for Training after 6 months’ probation period related to your field of work
+ Canteen Facility
+ Club Mapfre Loyalty Programme
+ Richmond Mental Health Sessions (Maximum of 10 sessions paid by the firm)
+ Medical Services (Yearly medical check-ups by our company doctor)
+ VDU Testing (Every 2 years the firm offer a free VDU Check Up)
+ Staff Discounts (20% discount to all staff who wants to insure MAPFRE life or non-life products)
+ Performance Bonus – SMART objectives that your superior set to encourage to meet them by offering money in return.
+ Compassionate Transfer of Leave Scheme – Transfer of leave to those employees in need.

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Data Engineer

Role Overview:

We are seeking a Data Engineer to join our Data Management team and play a central role in the design, creation, and evolution of our overall data services, data warehouse and analytics platform.

This is a hands-on role, combining strong data engineering expertise with responsibility for SSIS pipelines, SSRS reporting, Power BI data sets and dashboards, and the future implementation of AI-enabled data tools. The successful candidate will work closely with business, governance, and IT stakeholders to deliver trusted, scalable, and future-ready data solutions.

This role is ideal for a collaborative team player who wants to build a long-term career within a globally recognised, stable organisation, while being part of a strong and supportive data team.

Main Responsibilities:

Key Responsibilities

Work closely with business users to deliver clear, trusted, and actionable insights
Develop, support, and enhance SSIS ETL pipelines across multiple source systems
Design, develop, and support SSRS reports for operational, management, and regulatory needs
Create and maintain Power BI datasets, models, and dashboards
Be an active part of the design and build team behind the establishment of our data warehouse
Implement robust data quality, validation, reconciliation, and monitoring processes

Collaboration & Leadership

Act as a technical contributor within the Data Management function
Collaborate effectively with business, governance, and IT teams
Contribute to architectural decisions and the long-term data and analytics roadmap

Essential Skills

Strong hands-on experience with SSIS
Proven experience developing and supporting SSRS reports
Strong experience with Power BI (datasets, DAX, dashboards)
Advanced SQL skills and strong data modelling expertise
Proven experience in designing and building a data warehouse, preferably from inception to production

Experience & Technical Skills

2/3 years’ experience in data engineering, BI engineering, or similar roles
Strong knowledge of data warehousing concepts
Experience working with relational databases and analytical data platforms
Understanding of data governance, lineage, and quality controls
Experience working in Agile or iterative delivery environments

Personal Attributes

A strong team player who values collaboration and shared success
Motivated to be part of a positive, high-performing data team
Keen to establish and grow a long-term career within a globally recognised and stable organisation
Proactive, accountable, and committed to delivering high-quality outcomes
Open to learning, innovation, and adopting new technologies

What We Offer

Opportunity to build and shape a core enterprise data warehouse and analytics platform
A collaborative team environment with strong technical and business engagement
Exposure to enterprise-scale data, BI, and AI initiatives
Clear opportunity for career growth within a world-renowned organisation

Salary Bracket

€40,000 – €50,000

List of Benefits:

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Junior Executive – Insurance Sales Office

Role Overview:

The Junior Executive will support the effective day-to-day operation of the Sales Office, providing a professional and welcoming service to clients while assisting the team with administrative, operational and sales-related activities.The role combines reception responsibilities with insurance administration and sales support, providing the successful candidate with the opportunity to develop their knowledge and experience within both Life and Non-Life insurance.

Main Responsibilities:

Reception & Customer Service

Act as the first point of contact for clients visiting the Sales Office, ensuring a professional, welcoming and customer-focused experience.
Greet clients, understand the purpose of their visit and direct them to the appropriate team member or service.
Handle general client enquiries and provide basic information on company products, services and procedures within the individual’s level of authority and knowledge.
Manage client flow within the office, particularly during busy periods.
Assist clients with the completion and submission of forms and documentation.

Insurance Administration & Sales Support

Provide administrative support to the Sales Office team across Life and Non-Life insurance activities.
Assist with the preparation, processing and follow-up of quotations, renewals, policy documentation and other client requests.
Support the team with policy-related administrative tasks and ensure documentation is complete and accurately recorded.
Assist with contacting clients regarding outstanding documentation, renewals, appointments and other service-related matters.
Assist Sales Executives in maintaining an efficient pipeline of client requests, quotations and follow-ups.

Key Skills & Competencies

The successful candidate should demonstrate:

- Strong customer-service orientation and a professional manner.
- Good communication and interpersonal skills.
- A proactive and helpful approach.
- Good organisational skills and attention to detail.
- Ability to prioritise and manage different responsibilities in a busy front-office environment.
- Confidence in dealing directly with clients.
- Ability and willingness to learn insurance products, processes and systems.
- Good computer literacy and ability to work with standard Microsoft Office applications.
- Ability to work effectively both independently and as part of a team.
- Commercial awareness and an interest in developing within a sales and customer-service environment.

Qualifications & Experience

Secondary-level education or equivalent; further education will be considered an asset.
Previous experience in customer service, reception, administration, financial services or a sales environment would be considered an advantage.
Previous insurance experience is beneficial but not essential, as appropriate training will be provided.

Salary Bracket

€23,000 – € 27,000

List of Benefits:

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Life Underwriter

Role Overview:

The Underwriter is responsible for assessing, evaluating, and underwriting risks for Life Protection applications in alignment with company underwriting guidelines, regulatory requirements, and market best practices. This role ensures that underwriting decisions support the company’s profitability, risk appetite, and customer value proposition.

The Underwriter collaborates closely with sales, operations and other teams to ensure that underwriting practices are consistent, data-driven, and responsive to evolving market and regulatory dynamics.

Note: Please note that the final position title, responsibilities, and level of appointment may be adjusted to reflect the successful candidate’s qualifications, experience, and overall suitability for the role.

Main Responsibilities:

Risk assessment & underwriting

Evaluate insurance applications, determining risk acceptability and appropriate terms.
Apply underwriting guidelines to ensure sound risk selection.
Review medical, occupational and financial information to assess risk profiles.

Policy Issuance & Documentation

Ensure accurate and timely issuance of underwriting decisions.
Maintain comprehensive records for audit and compliance purposes.

Market & Portfolio Analysis

Support the development of underwriting strategies based on market insights and claims experience.

Regulatory Compliance

Ensure underwriting practices are aligned with applicable insurance regulations, internal policies, and evolving regulatory expectations.
Support internal audits and regulatory reviews with accurate documentation and reporting.

Cross-functional Collaboration

Work with sales, operations and claims teams to align day-to-day operations and maximise customer service.
Provide underwriting support to intermediaries and internal stakeholders.
Participate in presentation and training sessions to intermediaries and internal stakeholders
Be a liaison between intermediaries to address underwriting queries relating to their application portal.

Customer & Sales Distribution Engagement

Communicate underwriting decisions clearly and professionally.
Support relationship management by offering underwriting insights and solutions.

Performance Monitoring & Reporting

Track underwriting KPIs such as medical statistics, turnaround times and approval rates.
Contribute to continuous improvement initiatives through data analysis and feedback loops.

Accountabilities

Accountable for the quality, consistency, and profitability of underwriting decisions.
Directly impacts the company’s risk exposure and financial performance through sound underwriting practices.
Supports regulatory compliance and enhances customer trust through transparent and fair underwriting processes.

Essential Skills

Education: Preference will be given to applicants with Certificate in Insurance or equivalent.
Experience: Minimum 2 year in insurance underwriting. Preference will be given to experience to Life underwriting experience.
Regulatory knowledge: Good understanding of local insurance regulations.
Core competencies: Analytical thinking, attention to detail, decision-making, written and verbal communication in English.

Salary Bracket

€25,000 – € 30,000

List of Benefits:

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Mapfre Msv Life

Business Training Executive

Purpose of the Role:

Together with the Team, the Business training Executive is responsible, for designing and coordinating the different training programmes of the Distribution Network through high quality product training and commercial skills development. This role ensures that Sales teams and intermediaries are equipped with the knowledge and competencies required to effectively promote and sell insurance products whilst maintaining compliance and customer-centric standards.

Main Tasks:

The design and coordination of the CPD Business Training programme for each respective year in terms of Training content, registration of participants, training dates and monitoring of training progress.
Design, coordination and support of the Induction training courses for new distributors and relevant employees attending clients.
To assist the team in the coordination of a dynamic Commercial sales training programme aimed at client engagement, centricity and application of the right products according to client needs.
To assist in adhoc and ongoing training specific to the various Distribution channels as per service and knowledge gaps and exigencies
The liaison person between MAPFRE Malta Training Partners and business training participants
Ongoing communications and support to the Distribution Network for the Business Training calendar with the aim that full training requirements are achieved as per IDD requirements for renewal of TII licences.
Collaborating with the team in duties as required.

Requirements:

Strong Communication Skills – verbal and written;
Experience in training, learning and development within insurance or financial services would be considered an asset
Experience in sales skills training.
Excellent presentation and facilitation skills (in person and online)
Ability to work independently and confidently with minimal guidance
Collaborative and proactive Team Player
Proficiency of Microsoft Office Tools/Applications;

Language:

Maltese:     Level: Excellent
English:      Level: Excellent
Spanish:     Level: any level is considered an asset

Salary Bracket

€ 23,000 – € 27,000

List of Benefits:

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Senior Executive Life Business

Purpose of the Role:

To manage and coordinate life business reporting, commercial follow-up, channel support and strategic initiatives that improve sales effectiveness, visibility of results and execution of life business priorities.

Key Responsabilities:

Own regular business analysis and reporting for life business performance, including sales figures, trends, campaign follow-up and incentive monitoring.
Support the management of life commercial initiatives, including policy discounts, sales coordination tools and communication with the distribution network.
Coordinate with commercial and maintain accurate information and communication platforms that support front-line execution.
Identify performance insights, issues and improvement opportunities to support management action.
Coordinate with life, commercial and support teams to ensure timely follow-up of strategic initiatives and business actions.

Key Performance Indicators (KPIs):

Accuracy and timeliness of life business reporting and dashboards.
Execution quality of assigned commercial initiatives.
Responsiveness and usefulness of channel support tools and communications.
Contribution to life sales monitoring, retention and campaign execution.

Key Performance Indicators (KPIs):

Accuracy and timeliness of life business reporting and dashboards.
Execution quality of assigned commercial initiatives.
Responsiveness and usefulness of channel support tools and communications.
Contribution to life sales monitoring, retention and campaign execution.

Internal and External Relationships
Internal: Chief Officer Business Development, life product and commercial teams, marketing, operations and reporting stakeholders.
External: Distribution partners and selected external contacts linked to execution of life business actions.

Required Profile
Strong reporting and analytical capability, structured execution, high attention to detail, commercial understanding of life business and confidence in coordinating with multiple stakeholders.

Experience and Qualifications
Degree in Business, Economics, Insurance or a related discipline. Experience in reporting, commercial support, business analysis or life insurance operations/commercial environments.

Salary Bracket

€ 30,000 – € 40,000

Language:

Maltese:     Level: Excellent
English:      Level: Excellent
Spanish:     Level: any level is considered an asset

List of Benefits:

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Mapfre Assist

Assistance Coordinator (24/7 Shift Role)

Job summary:

Middlesea Assist Ltd is looking to recruit a full-time Assistance Coordinator. The role is on a 24/7 shift basis (including night shifts). The main duty of the Assistance Coordinator is to handle incoming calls for assistance services and dispatch the needed service within the agreed time frame.

Key Responsibilities

Duties to include but are not limited to:

Answer and handle incoming calls for assistance services;
Correspond with contractors’ network by phone or email;
Receive and handle online chats;
Resolve and document call information according to standard operating procedures;
Other contact centre related duties as may be assigned.

Requirements and Skills:

Must be willing to work on a shift basis (including nights);
Speak and write fluently in Maltese and English;
Proficient in main Microsoft applications including the ability to learn and navigate new software;
Excellent data entry and typing skills;
Superior listening, verbal, and written communication skills;
Ability to effectively manage multiple priorities and work in a dynamic environment;
Knowledge of basic home installation (would be considered an asset);
Experience in a call centre environment (would be considered an asset);
Knowledge of customer service practices and principles (would be considered an asset).

Desirable skills:

Shift allowance
Entry performance bonus
Paid breaks and comfort breaks
Towing and Home Assistance benefit
Discounted insurance products
On the job training throughout your career
Birthday Leave
Off-Peak Leave

Benefits after three (3) months of employment:
Work from home benefit.

Benefits upon successful completion of probation period of six (6) months:
Full performance bonus
Health insurance (Group Health Plan)

Benefits after one year of employment:
Variable salary

Applicants are kindly requested to send a CV together with a covering letter on recruitment.mt@mapfre.com

Customer Contact Agent (English and French Speaking)

Job summary:

The Customer Service Agent is the main point of contact for clients through calls, emails or on-line chat, often in difficult circumstances, providing a professional and customer focused service ensuring assistance
is provided where necessary.

Key Responsibilities

Duties to include but are not limited to:

Acting as the first point of contact for customers who are abroad and require assistance.
Registration and creation of new cases on the internal system (AMA)
Informing the insured of the correct procedures in an empathetic and efficient manner
Handling calls in a clear and concise manner, meeting Service Level Agreements
Understanding policy terms and conditions of the different insurance contracts
Verifying policies using database, when necessary
Handling customer enquiries politely, meeting standards of customer service excellence specifically in the areas of travel and assistance
Handling of expressions of dissatisfaction or complaints
Completing administrative duties e.g. managing internal inboxes
Capturing of all relevant case information
To pull together the work necessary to allow more complex cases to be decided upon and actioned, after technical or specialist input, quickly and on the basis of the relevant facts.
Liaison with various internal departments.
To make a positive input to the team’s effectiveness, so that work systems and processes are altered and improved.
To ensure that all regulatory guidelines are adhered to, for example PCI, and any other applicable legislation.
To adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating customers fairly).
To be compliant with the Data Protection Act 1998.
To support Managers to manage the key risks within your department.
To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption.
To adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations.
To undertake any other duty or responsibility that may reasonably be allocated by your Manager/Company’s Senior Management Team.

Essential Skills:

Have a flair for customer centricity
Committed individuals who are results oriented
Good planning and organisation skills in order to meet timescales.
Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
Structured people who enjoy helping people always offering excellent service
Good computer literacy.
Enjoying being part of a team and good team player
Fluent in English (must for all candidates)
Fluent in written and spoken Italian (we need 2 of these)
Fluent in written and spoken Arabic and French (we need 6 of these)
Fluent in written and spoken French (we need 4 of these)

Desirable skills:

Previous experience in customer service environment
Previous Assistance, Claims experience, preferably for an Insurance Company, would be advantageous.
A good understanding of FCA regulations and TCF

Working Conditions:

Working as a part of the Customer Services team, you will be required to work 40 hours per week on a rotating shift pattern (including weekends and public holidays).

Salary range bracket (19K-22K)

Applicants are kindly requested to send a CV together with a covering letter on recruitment.mt@mapfre.com

Travel Assistance Coordinator (English and French Speaking)

Job summary:

The Assistance Co-ordinator is responsible for organising and delivering assistance services to policyholders in line with service standards. Specific focus is on achieving positive outcomes whereby a policyholder is medically able to continue his/her trip or repatriated to his/her home country. The role requires liaison with suppliers (internal and external) and other interested parties, as well as the formulation of action plans that can be followed to achieve the desired outcomes.

Key Responsibilities:

Duties to include but are not limited to:

Determining and planning the logistical tasks that must be completed in line with the clinical plans communicated by the medical team
To capture all relevant case information and accurately enter details on the case management system, ensuring that cases are managed appropriately and according to process
To build a detailed understanding of MAWDY’s provider networks throughout the world
Arrange medical services (e.g. hospitalisation, Dr appointment etc, agreeing financial terms as necessary)
Ensure that all logistical aspects of repatriation cases are managed appropriately (e.g. commercial flight bookings, air ambulances, ground transportation, hotel bookings, fitness to fly confirmation etc.)
Work with suppliers and agents of all types (contracted and non-contracted) in order to ensure that the required services are provided cost-effectively
Management of services required on deceased cases (repatriation, burial or cremation)
Co-ordinate assistance services with internal teams (Customer Contact, Medical Panel, Provider Teams) and ensure that they are fully updated at all times
Ensure that costs are accurately estimated
Understand policy terms and conditions of different insurance contracts, and to flag potential breaches of policy terms and conditions to the Coverage Assessment Team
To ensure that necessary guarantees of payment are issued to providers
To be responsive and empathetic to the needs of the policyholder
Referring cases outside own level of authority upwards following the correct escalation process
Completing administrative duties e.g. managing internal inboxes
To review and maintain knowledge levels for the role and to keep up-to-date with operational changes.
To ensure that all regulatory guidelines are adhered to, for example PCI, and any other applicable legislation.
To adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating customers fairly).
To be compliant with the Data Protection Act 1998.
To support Managers to manage the key risks within your department.
To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption.
To adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations.
To undertake any other duty or responsibility that may reasonably be allocated by your Manager/Company’s Senior Management Team.

Essential Skills :

Have a flair for customer centricity
Excellent written and verbal communication skills.
Fluency in French, Arabic and Italian both written and verbal
Have an inquisitive mind and good judgement
Good planning and organisation skills in order to meet timescales.
Have an inquisitive mind and good judgement
Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
Structured people who enjoy helping people always offering excellent service
Good computer literacy.
Enjoying being part of a team and good team player

Desirable Skills :

Previous experience in customer services.
Previous Assistance, Claims experience, preferably for an Insurance Company, would be advantageous.
A good understanding of FCA regulations and TCF (treating customers fairly).

Working Conditions :

Working as a part of the Customer Services team, you will be required to work 37,5 hours per week on a rotating shift pattern (including weekends and Bank holidays). Some flexibility may be required to meet future business needs

Salary range bracket (23K-27K )

Applicants are kindly requested to send a CV together with a covering letter on recruitment.mt@mapfre.com

Customer Contact Centre Representative

Mapfre Assist Ltd in Malta is looking to recruit a Sales & Customer Representative to join its Insurance Support team. The main responsibilities of the role include handling customer enquiries and concerns, providing RFQs and concluding sales when applicable and providing product and claim information and solutions to our client’s insurance queries.

Whilst an insurance qualification or experience is an asset, Middlesea Assist provides full on the job training together with a buddy system to ensure the ideal learning environment is provided for the candidate without jeopardizing the level of service given to all its customers.

Job Responsibilities and Duties:

Duties to include but are not limited to:

Provide first-line insurance customer support
Handling of incoming calls, chats and emails in the most professional and efficient way in line with the company’s standards
Working closely with other internal departments in resolving customer queries
Issuing and sending client documentation

Qualifications and Skills:

Minimum of secondary level of education
Fluency in written and spoken Maltese and English
Be computer literate and familiar with Microsoft Office application
Must be outgoing and have a positive attitude together with the ability to relate well with our customers
Be an excellent team player and work well under pressure
Portray problem-solving skills and a strong customer-oriented attitude
Telephone etiquette, communication and organisational skills are a must
Experience in the following sectors is considered an asset: Insurance, Contact Centre, Customer Care

Benefits upon employment:

Paid breaks and comfort breaks
Towing and Home Assistance benefit
Discounted insurance products
On-the-job training throughout your career

After successful completion of the probation period candidate will be entitled to:

1-2 days hybrid working
Birthday leave
Off-peak leave
Production bonus
Health Insurance
Variable salary
Sponsorships for professional qualifications and training

Applicants are kindly requested to send a CV together with a covering letter on recruitment.mt@mapfre.com

BEE (I.T)

Junior Developer Process Transformation

Role Summary

The Developer – Process Transformation is responsible for identifying manual, inefficient, spreadsheet-based, or fragmented operational processes and translating them into practical interim digital solutions using Microsoft 365, Copilot, Power Platform, SQL, and approved enterprise tools. The role combines hands-on development capability with strong process analysis, Level 2 operational understanding, and DevOps discipline to deliver controlled, supportable, and measurable improvements while larger strategic platforms or core system changes are being planned or implemented. The role is expected to work closely with business users, IT operations, application support, architecture, security, compliance, and project teams to design, build, test, deploy, document, and support lightweight transformation solutions that reduce manual effort, improve visibility, strengthen process control, and accelerate business outcomes.

Main Responsabilities

Assess manual, inefficient, high-volume, or control-sensitive business processes and identify opportunities for practical automation, digitisation, or interim tooling.
Work with business stakeholders to document current-state processes, pain points, manual hand-offs, spreadsheets, duplicate data entry, approval bottlenecks, and operational risks.
Translate transformation opportunities into clear user stories, functional specifications, process maps, data requirements, acceptance criteria, and measurable expected benefits.
Design, develop, test, deploy, and maintain interim business solutions using Microsoft 365, SharePoint, Teams, Power Apps, Power Automate, Dataverse, Forms, Lists, and Copilot-enabled productivity patterns.
Use SQL, preferably PL/SQL, to analyse datasets, validate data quality, support reporting needs, build controlled data extracts, troubleshoot issues, and support integration or reconciliation activities.
Collaborate with architecture and senior developers to ensure interim solutions are aligned with technology standards, security requirements, data protection obligations, and long-term platform direction.
Apply DevOps practices including version control discipline, environment management, release notes, deployment checklists, backlog tracking, defect logging, and controlled promotion of changes.
Provide Level 2 operational support for solutions delivered, including issue triage, root cause analysis, user support, monitoring of failures, minor enhancements, and escalation to specialist teams where required.
Build dashboards, trackers, workflow views, and exception reports that improve business visibility, operational follow-up, and management control.
Support prototyping and proof-of-concept activities to demonstrate how Copilot, Power Platform, and Microsoft 365 can improve productivity and reduce manual work.
Prepare user guidance, support documentation, technical notes, test evidence, and operational handover materials to ensure solutions are maintainable beyond initial delivery.
Promote safe adoption of low-code and AI-assisted tools by ensuring appropriate governance, access control, auditability, documentation, and lifecycle management.

Accountabilities:

Accountable for delivering approved interim transformation solutions that create measurable reductions in manual effort, processing time, rework, or operational risk.
Responsible for ensuring that solutions are built in a controlled, secure, documented, and supportable manner using approved Microsoft 365, Power Platform, SQL, and DevOps practices.
Accountable for the quality and traceability of requirements, testing, deployment evidence, user guidance, and operational handover documentation.
Responsible for ensuring delivered solutions can be supported at Level 2, including clear troubleshooting steps, ownership model, known limitations, and escalation paths.
Accountable for collaborating effectively with business owners, IT operations, architecture, information security, data protection, compliance, and project stakeholders.
Responsible for identifying when an interim solution is no longer appropriate and should be replaced, retired, integrated, or migrated into a strategic platform.

Skills and Qualifications:

Diploma or degree in Information Systems, Computer Science, Software Development, Business Technology, or a related technical discipline.
Strong working experience in SQL, ideally PL/SQL, including querying, joins, stored procedures, data validation, troubleshooting, extracts, and reconciliation activities.
Hands-on experience developing or supporting business applications, automation scripts, workflow tools, reporting solutions, or operational support utilities.
Practical exposure to Microsoft 365 and Power Platform, including Power Apps, Power Automate, SharePoint Lists/Libraries, Teams, Forms, and preferably Dataverse.
Good understanding of Level 2 Operations, including incident triage, problem analysis, user support, defect investigation, monitoring, and operational handover.
Good overlap into DevOps practices, including backlog management, version control, controlled releases, testing discipline, deployment documentation, and supportability considerations.
Ability to analyse business processes, challenge inefficient ways of working, and convert improvement opportunities into pragmatic technology-enabled solutions.
Working knowledge of data protection, information security, access control, auditability, and governance considerations for low-code and internally developed solutions.
Ability to prepare clear documentation, user guides, technical notes, test evidence, and operational support materials.
Strong communication skills, with the ability to work with business users, technical teams, vendors, and control functions.
Microsoft Power Platform Fundamentals, Power Platform App Maker, Azure DevOps, ITIL, or database-related certifications would be considered an asset.

Measurable KPIs:

Process efficiency gains: Deliver approved automations or interim solutions that reduce manual processing effort by an agreed target, typically 20%–40% for selected processes.
Transformation pipeline delivery: Complete at least 80% of assigned process improvement items within agreed sprint, monthly, or project timelines.
Automation adoption: Achieve sustained usage of delivered solutions by agreed business users, with at least 75% active adoption within the first three months of go-live where applicable.
Operational stability: Maintain agreed availability and reliability of supported interim solutions, with priority incidents triaged within agreed Level 2 support SLAs.
Defect leakage: Limit high-impact defects discovered after go-live by ensuring adequate testing, peer review, and business validation before release.
Data quality and reconciliation: Deliver SQL-based extracts, checks, or reconciliations with documented validation evidence and minimal rework following business or technical review.
Documentation completeness: Maintain complete requirements, design notes, test evidence, release notes, user guidance, and support handover documentation for at least 95% of delivered solutions.
Governance compliance: Ensure 100% of delivered solutions follow approved access control, data protection, security, naming, environment, and lifecycle management standards.
Support responsiveness: Resolve or progress agreed Level 2 incidents, service requests, and minor enhancements within defined turnaround times.
Stakeholder satisfaction: Achieve positive feedback from business owners and IT stakeholders on responsiveness, clarity, usability, and quality of delivered transformation support.

Salary Bracket

€ 25,000 – € 30,000

List of Benefits:

+ Flexible working hours during the year
+ Summer working hours (July & August) – Mon till Frid 8.00am till 15.30pm
+ Fully equipped Gym in Premises (Equipped with showers, toilets & lockers)
+ Birthday Leave on your birthday day!
+ Health Insurance (Hospital Scheme)
+ Life Insurance
+ Personal Accident Insurance – Covers 24/7 the employee.
+ Transport Allowance (€ 312 per year pre-tax)
+ Canteen Allowance (€ 375 per year pre-tax)
+ Longer Maternity Leave (From 14 weeks to 16 weeks full pay)
+ Return to Work Benefit (Mothers) – Once back from maternity for the first year the firm will give you full pay whilst the mother work 30 hours.
+ Longer Paternal leave (Maximum 10 days leave, 5 Days of this leave to be taken immediately following birth and the other 5 days are to be taken within a month following birth of the child.
+ Children Sick Leave (Additional 30 days
+ Pension Plan Incentive after 2 years of Seniority
+ Active Ageing Incentive (The last two years before getting the pension, the firm will allow you to work 30 hours whilst getting paid full 90% of the pay (40hours).
+ Study / Exam Leave
+ Sports and Cultural Leave
+ Sponsorship for Training after 6 months’ probation period related to your field of work
+ Canteen Facility
+ Club Mapfre Loyalty Programme
+ Richmond Mental Health Sessions (Maximum of 10 sessions paid by the firm)
+ Medical Services (Yearly medical check-ups by our company doctor)
+ VDU Testing (Every 2 years the firm offer a free VDU Check Up)
+ Staff Discounts (20% discount to all staff who wants to insure Mapfre life or non-life products)
+ Performance Bonus – SMART objectives that your superior set to encourage to meet them by offering money in return.
+ Compassionate Transfer of Leave Scheme – Transfer of leave to those employees in need.

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Business Analyst

Role Summary

The Business Analyst plays a key role in bridging business needs with technology solutions, particularly within the context of Mapfre Malta’s core systems—Tron, CoreSuite, and the broader REEF ecosystem. This role supports digital transformation initiatives by gathering and translating business requirements, ensuring alignment with Group standards, and collaborating closely with developers, configuration specialists, and vendors to deliver effective, scalable solutions.

Main Responsabilities

Elicit, analyze, and document business requirements across key insurance functions including Issuance, Servicing, Claims, and Treasury.
Work closely with the Digital Transformation team to support the delivery of user-centric, value-driven solutions.
Ensure that business requirements are aligned with the capabilities and constraints of the REEF ecosystem, including Tron and CoreSuite.
Collaborate with developers and configuration specialists to ensure accurate translation of requirements into technical solutions.
Support the adoption and integration of MAPFRE Group tools, ensuring local requirements are met without compromising Group standards.
Participate in solution design discussions, anticipating the impact of changes across interconnected systems.
Ensure that functional requirements are validated through system testing prior to UAT.
Build and maintain strong relationships with internal stakeholders and external vendors, supporting contract and performance management.
Apply knowledge of SCRUM and project management methodologies to support Agile and hybrid delivery models.
Maintain documentation, traceability, and version control of all business analysis deliverables.

Main Responsabilities

Accountable for the clarity, completeness, and traceability of business requirements.
Responsible for ensuring that solutions align with business needs, Group architecture, and system capabilities.
Supports the successful delivery of digital and core system initiatives through effective stakeholder and vendor engagement.
Ensures that business analysis contributes to the integrity and sustainability of the REEF ecosystem.

Skills and Qualifications:

Bachelor’s degree in Business, Information Systems, or related field.
2+ years of experience in business analysis, preferably within the insurance or financial services sector.
Strong understanding of insurance operations, including Issuance, Servicing, Claims, and Treasury.
Familiarity with core insurance systems such as Tron and CoreSuite, and awareness of the REEF ecosystem.
Experience working in Agile/SCRUM environments and knowledge of project management principles.
Strong stakeholder management and vendor relationship skills.
Technical skills (e.g., SQL, data analysis, system configuration) are a strong asset.
Excellent analytical, documentation, and communication skills.

KPIs

Requirements Quality & Stability – ≤ 5–10% rework or post-signoff changes due to requirement gaps
On-Time Delivery of Requirements – ≥ 95% delivered within agreed timelines
Defect Leakage (BA-related) – ≤ 10% of defects attributable to requirement issues
UAT Success Rate – ≥ 90% test cases passed without major defects
Stakeholder Satisfaction & Engagement – ≥ 4.5/5 satisfaction and ≥ 90% participation in key activities

Salary Bracket

€ 35,000 – € 45,000

List of Benefits:

+ Flexible working hours during the year
+ Summer working hours (July & August) – Mon till Frid 8.00am till 15.30pm
+ Fully equipped Gym in Premises (Equipped with showers, toilets & lockers)
+ Birthday Leave on your birthday day!
+ Health Insurance (Hospital Scheme)
+ Life Insurance
+ Personal Accident Insurance – Covers 24/7 the employee.
+ Transport Allowance (€ 312 per year pre-tax)
+ Canteen Allowance (€ 375 per year pre-tax)
+ Longer Maternity Leave (From 14 weeks to 16 weeks full pay)
+ Return to Work Benefit (Mothers) – Once back from maternity for the first year the firm will give you full pay whilst the mother work 30 hours.
+ Longer Paternal leave (Maximum 10 days leave, 5 Days of this leave to be taken immediately following birth and the other 5 days are to be taken within a month following birth of the child.
+ Children Sick Leave (Additional 30 days
+ Pension Plan Incentive after 2 years of Seniority
+ Active Ageing Incentive (The last two years before getting the pension, the firm will allow you to work 30 hours whilst getting paid full 90% of the pay (40hours).
+ Study / Exam Leave
+ Sports and Cultural Leave
+ Sponsorship for Training after 6 months’ probation period related to your field of work
+ Canteen Facility
+ Club Mapfre Loyalty Programme
+ Richmond Mental Health Sessions (Maximum of 10 sessions paid by the firm)
+ Medical Services (Yearly medical check-ups by our company doctor)
+ VDU Testing (Every 2 years the firm offer a free VDU Check Up)
+ Staff Discounts (20% discount to all staff who wants to insure Mapfre life or non-life products)
+ Performance Bonus – SMART objectives that your superior set to encourage to meet them by offering money in return.
+ Compassionate Transfer of Leave Scheme – Transfer of leave to those employees in need.

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Workplace & Infrastructure Engineer

Role Summary

The Workplace Support Lead is responsible for leading and delivering second-line (Level 2) IT support across the organization, with a primary focus on end-user workplace environments and network connectivity.

The role ensures the stability, security, and continuous optimization of the complete workplace ecosystem—including end-user devices, local and wide-area networks (LAN/WAN), Wi-Fi, and telephony services. Acting as the bridge between first-line support and engineering and architecture teams, the role drives continuous improvement while ensuring that documentation, processes, and operational standards are consistently maintained and followed.

This position requires a proactive leader who takes ownership, acts on their own initiative, and fosters a strong collaboration with first-line teams. The role is accountable for enhancing the end-user experience while maintaining and improving workplace security metrics.

Key Responsibilities

Application & Platform Support

Level 2 Support Leadership – Lead and coordinate second-line support activities for workplace services and act as a primary escalation point for complex incidents from first-line teams. Ensures timely resolution of issues in line with SLAs and operational priorities and provides technical guidance to first-line support teams.

Workplace Environment Ownership – Own and manage the end-user workplace ecosystem to ensure consistent performance, usability, and reliability across all the workplace services. Maintain the security posture of the workplace environment in line with corporate standards and lead the lifecycle management of IT assets, including inventory control, deployment, configuration, upgrades, and disposal. Drive continuous improvement in end-user experience and service quality.

Infrastructure, Network & Telephony Support – Support and maintain the networking infrastructure, including LAN, WAN, Wi-Fi and telephony. Monitor performance, identify issues, and proactively address potential disruptions. Support infrastructure changes, upgrades, and deployments in coordination with engineering and architecture teams.

Documentation and Compliance – Own and enforce documentation, ensuring all procedures, configurations are up to date, and consistently followed by first-line teams. Drive standardization of processes and foster a strong culture of knowledge sharing and continuous improvement.

Accountabilities

Effective leadership of Level 2 support operations
Ensure timely resolution of end-user IT issues within pre-defined SLAs.
Maintain accurate asset records and ensure proper lifecycle management.
Secure and compliant workplace environment
Provide a positive and professional support experience to all users.

Qualifications

Education – Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.

Experience – 5 years in IT support or systems administration, preferably in a large corporate or insurance environment.

Certifications – ITIL Foundation, MCSA, CCNA

Skills – Strong troubleshooting skills across Windows devices and services. Solid understanding of Microsoft 365, endpoint management, Networking (LAN/WAN/Wi-Fi) and telephony systems. Experience with scripting and automation is considered an asset. Proactive mindset with excellent communication and customer service skills.

Salary Bracket

€ 30,000 – € 40,0000

List of Benefits:

+ Flexible working hours during the year
+ Summer working hours (July & August) – Mon till Frid 8.00am till 15.30pm
+ Fully equipped Gym in Premises (Equipped with showers, toilets & lockers)
+ Birthday Leave on your birthday day!
+ Health Insurance (Hospital Scheme)
+ Life Insurance
+ Personal Accident Insurance – Covers 24/7 the employee.
+ Transport Allowance (€ 312 per year pre-tax)
+ Canteen Allowance (€ 375 per year pre-tax)
+ Longer Maternity Leave (From 14 weeks to 16 weeks full pay)
+ Return to Work Benefit (Mothers) – Once back from maternity for the first year the firm will give you full pay whilst the mother work 30 hours.
+ Longer Paternal leave (Maximum 10 days leave, 5 Days of this leave to be taken immediately following birth and the other 5 days are to be taken within a month following birth of the child.
+ Children Sick Leave (Additional 30 days
+ Pension Plan Incentive after 2 years of Seniority
+ Active Ageing Incentive (The last two years before getting the pension, the firm will allow you to work 30 hours whilst getting paid full 90% of the pay (40hours).
+ Study / Exam Leave
+ Sports and Cultural Leave
+ Sponsorship for Training after 6 months’ probation period related to your field of work
+ Canteen Facility
+ Club Mapfre Loyalty Programme
+ Richmond Mental Health Sessions (Maximum of 10 sessions paid by the firm)
+ Medical Services (Yearly medical check-ups by our company doctor)
+ VDU Testing (Every 2 years the firm offer a free VDU Check Up)
+ Staff Discounts (20% discount to all staff who wants to insure Mapfre life or non-life products)
+ Performance Bonus – SMART objectives that your superior set to encourage to meet them by offering money in return.
+ Compassionate Transfer of Leave Scheme – Transfer of leave to those employees in need.

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt

Level 2 Platform Ops Engineer

Role Summary

The Level 2 Platform Ops Engineer is responsible for the operational support, analysis and technical administration of core insurance platforms supporting Life and Non-Life business. The role focuses on incident resolution, root cause analysis, system stability and continuous service improvement across complex policy administration platforms and peripheral systems.

Key Responsibilities

Application & Platform Support

Provide Level 2 support for core policy administration platforms and associated peripheral systems supporting Life and Non-Life insurance.
Investigate, diagnose and resolve application and system incidents.
Act as escalation point from Level 1 support for complex issues.
Monitor system health, batch jobs and integrations, including application servers (JBoss, IIS, Tomcat) and message-driven/event-based interfaces.
Support operational troubleshooting across message queues and event streaming platforms (RabbitMQ, Kafka) and event-driven integrations to ensure reliable processing.

Root Cause Analysis & Problem Management

Perform detailed root cause analysis on recurring or high-impact incidents.
Identify systemic issues and propose preventative actions.
Produce clear technical documentation and incident reports.

Systems Analysis & Architecture

Understand systems architecture including core platforms, peripherals and interfaces.
Analyse end-to-end insurance processes.
Support impact analysis for changes and fixes.

Database & Technical Support

Use PL/SQL for data analysis and troubleshooting; working knowledge of T-SQL.
Support Oracle database performance and batch validation; exposure to SQL Server performance troubleshooting is beneficial.
Collaborate with infrastructure and Oracle / SQL Server DBA teams.

Change & Continuous Improvement

Support deployments and post-release monitoring.
Work with delivery teams on cloud-native and DevOps-aligned practices (Azure DevOps CI/CD pipelines / GitLab / AWS CodePipeline / CodeBuild / CodeDeploy, and container platforms: AKS and EKS), including environment readiness and release validation.
Support automation and operability improvements (monitoring, alerting, and runbooks) and partner with the QA Automation team to diagnose test failures and improve test environment stability.
Participate in continuous improvement initiatives.

Required Knowledge & Skills

Strong PL/SQL knowledge; working knowledge of T-SQL and Microsoft SQL Server.
Good understanding of enterprise systems architecture.
Experience supporting multiple RDBMS platforms (primarily Oracle, with some SQL Server exposure) in a production environmen
Exposure to application servers (JBoss, IIS, Tomcat), message queues (RabbitMQ, Kafka) and event-based architectures, with cloud-native and DevOps overlap (AKS / EKS, Azure DevOps / GitLab, AWS CodePipeline / CodeBuild / CodeDeploy, CI/CD, automation) and effective collaboration with QA Automation.
Strong analytical and troubleshooting skills.
Experience with Life and/or Non-Life insurance platforms will be considered an asset.

Experience & Qualifications

3–5 years experience in application support, systems analysis or system administration.
Insurance or financial services experience preferred.
Degree in Information Technology, Computer Science or equivalent experience.

Personal Attributes

Detail-oriented and resilient.
Strong ownership and accountability.
Proactive with a continuous improvement mindset.

KPIs

Service Performance – ≥ 90% incidents resolved within SLA and ≥ 75% first-time fix rate
Major Incident Responsiveness – High priority first response within 15 minutes and MTTR for major incidents ≤ 4 hours
Operational Stability – Platform availability ≥ 99.5% and repeat incident rate ≤ 10%
Change & Release Quality – Change success rate ≥ 90% and post-release issues kept within agreed tolerance
Problem Management Effectiveness – 100% RCA completion for major incidents within 5 business days and incident reopen rate ≤ 10%

Salary Bracket

€ 35,000 – € 45,000

List of Benefits:

+ Flexible working hours during the year
+ Summer working hours (July & August) – Mon till Frid 8.00am till 15.30pm
+ Fully equipped Gym in Premises (Equipped with showers, toilets & lockers)
+ Birthday Leave on your birthday day!
+ Health Insurance (Hospital Scheme)
+ Life Insurance
+ Personal Accident Insurance – Covers 24/7 the employee.
+ Transport Allowance (€ 312 per year pre-tax)
+ Canteen Allowance (€ 375 per year pre-tax)
+ Longer Maternity Leave (From 14 weeks to 16 weeks full pay)
+ Return to Work Benefit (Mothers) – Once back from maternity for the first year the firm will give you full pay whilst the mother work 30 hours.
+ Longer Paternal leave (Maximum 10 days leave, 5 Days of this leave to be taken immediately following birth and the other 5 days are to be taken within a month following birth of the child.
+ Children Sick Leave (Additional 30 days
+ Pension Plan Incentive after 2 years of Seniority
+ Active Ageing Incentive (The last two years before getting the pension, the firm will allow you to work 30 hours whilst getting paid full 90% of the pay (40hours).
+ Study / Exam Leave
+ Sports and Cultural Leave
+ Sponsorship for Training after 6 months’ probation period related to your field of work
+ Canteen Facility
+ Club Mapfre Loyalty Programme
+ Richmond Mental Health Sessions (Maximum of 10 sessions paid by the firm)
+ Medical Services (Yearly medical check-ups by our company doctor)
+ VDU Testing (Every 2 years the firm offer a free VDU Check Up)
+ Staff Discounts (20% discount to all staff who wants to insure Mapfre life or non-life products)
+ Performance Bonus – SMART objectives that your superior set to encourage to meet them by offering money in return.
+ Compassionate Transfer of Leave Scheme – Transfer of leave to those employees in need.

Those who are interested are kindly requested to send their C.V. together with the covering letter on mapfrecareers@mapfre.mt