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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

Senior Claims Executive

Reporting to:

Head – Personal and Commercial Lines Claims

Role Overview:

The Senior Claims Executive manages complex, high-value, contentious, or sensitive claims and serves as an escalation point within the Personal Lines Claims function. In addition to handling an advanced caseload, the role provides technical guidance, mentoring, and support to a team of claims handlers and the vast Mapfre commercial network, helping ensure consistency, quality, and adherence to best practice across the team.

The role requires advanced technical claims expertise, sound professional judgement, and the ability to manage cases involving legal complexity, complaints, fraud concerns, or reputational risk. The successful candidate will contribute to excellent customer outcomes while balancing regulatory, commercial, and operational considerations.

Main Responsibilities:

Assess and determine the validity of complex and high-value claims against policy conditions, applying advanced understanding of insurance principles and policy wordings.
Manage complex personal and commercial lines claims from notification through to settlement, ensuring efficient resolution and excellent customer service.
Provide senior-level guidance to policyholders and stakeholders on complex, sensitive, or contentious claims, including declinatures and partial settlements.
Act as an escalation point for technical, legal, regulatory, fraud-related, and customer service challenges.
Negotiate settlements within delegated authority limits, ensuring fair, consistent, and defensible outcomes.
Investigate complex claim circumstances and identify potential fraud indicators or policy coverage issues.
Liaise directly with lawyers, loss adjusters, medical experts, surveyors, engineers, and other specialists, providing clear instructions and oversight.
Review and monitor claim reserves and costs, ensuring accurate estimation and effective cost control.
Handle complaints relating to claims and assist in the resolution of escalated customer concerns.
Support quality assurance and consistency in claims decision-making through technical guidance and knowledge sharing.
Provide coaching, mentoring, training, and day-to-day support to junior claims handlers.
Promote fair treatment of customers and ensure compliance with legal, regulatory, and company requirements.
Contribute to continuous improvement initiatives, identifying opportunities to enhance claims processes, controls, and customer experience.
Maintain accurate records and prepare reports as required by management.

Education, Qualifications & Certification

Diploma in Insurance (Level 5) or equivalent professional insurance qualification.
Commitment to ongoing professional development and technical learning.
Strong understanding of insurance principles, policy interpretation, and claims management practices.
Sound understanding of legal and regulatory requirements relevant to claims handling.

Experience

Minimum of 2 to 4 years’ experience in insurance claims handling.
Proven experience handling complex, high-value, contentious, or sensitive claims.
Experience dealing with lawyers, loss adjusters, external experts, and other stakeholders.
Experience supporting or mentoring junior team members is considered an asset.

Technical Knowledge & Skills

Advanced knowledge of personal lines claims handling.
Strong understanding of policy interpretation and coverage assessment.
Excellent negotiation, decision-making, and problem-solving skills.
Strong complaint handling and conflict resolution abilities.
Knowledge of fraud identification and investigation techniques.
Advanced communication and stakeholder management skills.
Strong report-writing and analytical skills.
Advanced IT proficiency

Personal Competencies

Strong professional judgement and decision-making capability.
Advanced communication, influencing, and interpersonal skills.
Leadership by example and commitment to customer service excellence.
Coaching and mentoring capabilities.
Strategic thinking with consideration for precedent, consistency, and wider business implications.
High degree of emotional resilience and ability to perform under pressure.
Strong organisational and prioritisation skills.
Attention to detail and commitment to quality.

Language Requirements

Excellent verbal and written communication skills in English and Maltese.

Working Conditions and Job Requirements

The Senior Claims Executive will primarily be office-based, with limited flexibility for remote working depending on operational requirements. The role requires regular interaction with customers, colleagues, legal representatives, loss adjusters, and other stakeholders.

Standard office hours apply; however, flexibility may occasionally be required to manage urgent claims, complaints, or business priorities. The role also involves providing technical support and mentoring to junior team members, requiring a visible and collaborative presence within the claims function.

Salary Bracket

€30,000 – € 40,000

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

Senior Data Architect

Reporting to:

The role reports to Chief Data Officer (CDO)

Role Overview:

The Senior Data Architect is accountable for translating Mapfre Malta’s business strategy into a future-ready, cloud-native data platform, ensuring operational resilience, regulatory compliance, and seamless integration with Mapfre Group’s enterprise architecture. To achieve this the Architect is responsible for the overall design and governance of Mapfre Malta’s data architecture, enabling real-time operational data activation, supporting both analytics and core business processes through robust API and streaming architectures.

As the architectural lead, this role defines the frameworks, models, and standards that guide the design of a data lakehouse-centric stack.

The Data Architect will have explicit ownership of the AWS-native Mapfre Malta’s tenant within Mapfre corporate platform and Party 360 target data architecture, covering batch and streaming ingestion, processing, storage, and activation patterns. The architect will also have responsibility for ensuring the data platform is GenAI-ready, supporting unstructured data, controlled data access, traceability, and safe reuse of corporate data for AI use cases.

Main Responsibilities:

Architecture & Design:

Define and maintain the enterprise data architecture, including conceptual, logical, and physical models.
Establish and enforce architectural standards, best practices, and design patterns for data integration, storage, and access. Design for performance, scalability, and cost optimization, including partitioning, workload isolation, and storage tiering strategies in AWS.
Conduct architecture reviews and solution assurance gates for all major data initiatives, ensuring alignment with reference architectures and risk management standards.
Ensure data models support business processes, reporting, analytics, and regulatory requirements.
Design and govern CDC and real-time streaming architectures, including RabbitMQ-based ingestion and near-real-time propagation to Snowflake using Snowpipe Streaming.
Define and own orchestration standards using Apache Airflow, ensuring dependency management, resiliency, monitoring, and auditability across data pipelines.
Architect GDPR-by-design data flows, including mandatory anonymization and masking at the landing layer prior to Party 360 and MDM processing.
Own the integration of Tamr MDM (SaaS), including entity resolution, match-merge logic, survivorship rules, and golden-record lifecycle management

Governance & Standards:

Partner with the Data Governance function to ensure alignment of architecture with data quality, lineage, metadata, and compliance frameworks. Define and implement enterprise metadata management and cataloging strategies, ensuring discoverability, stewardship, and automated lineage across all data assets
Embed policy-as-code and automated governance guardrails to enforce data classification, retention, and access controls
Ensure architecture supports GDPR, KYCP, and regulatory compliance across multiple lines of business.
Establish DataOps practices, including CI/CD-enabled data pipelines, automated deployments, and embedded data quality validation (e.g. Great Expectations or equivalent).
Ensure full auditability, lineage, and historization of batch and streaming data flows using immutable storage for regulatory and compliance purposes.

Collaboration & Stakeholder Engagement:

Enable cross-functional teams to deliver data products through domain-oriented architecture patterns, providing technical leadership and support for federated data ownership.- Translate business strategy and requirements into scalable data architecture roadmaps.
Collaborate with the Lead Data Engineer to ensure designs are implementable and sustainable.
Support executive and senior management with architectural insights and solution options.
Design API-driven data activation patterns (GraphQL, API Gateway) to expose golden customer records to operational systems such as Salesforce, Genesys, and Policy Center.

Innovation & Future-Readiness:

Evaluate emerging technologies, platforms, and tools to recommend adoption where beneficial.
Define the evolution roadmap towards scalable cloud-native and interoperable architectures.
Ensure architectural resilience, performance, and security while enabling agility for analytics and AI use cases.

Skills and Qualifications:

Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
10+ years of experience in data architecture, data modeling, or enterprise architecture.
Deep expertise in conceptual, logical, and physical data modeling. Proficiency in designing semantic layers and governed metrics frameworks for BI and analytics platforms.
Demonstrated experience architecting and implementing modern lakehouse data platforms
Strong experience designing AWS-based data architectures (AWS S3, Glue, Lambda, DMS, API Gateway, Apache Iceberg, Snowflake for scalable governed storage and analytics).
Proven ability to design and operate streaming data pipelines (e.g., using RabbitMQ, AWS DMS, or Kinesis) to enable real-time and batch data flows across the lakehouse architecture.
Experience with infrastructure-as-code (Terraform, CloudFormation) and automated environment provisioning in AWS.
Hands-on experience with batch and streaming data platforms and CDC architectures.
Experience with Apache Airflow for orchestration.
Experience with Snowflake and Snowpipe Streaming.
Demonstrated ability to optimize cloud data platform costs and implement FinOps practices.
Strong knowledge of master data management concepts and platforms (e.g. Tamr), metadata management, and data governance principles.
Track record of delivering enterprise-wide architectural frameworks in complex organizations.
Excellent communication skills, with ability to influence both technical and business stakeholders.

Key Competence:

Strategic Vision: Cloud-native, operational and GenAI-ready data platforms
Architectural Rigor: Strong focus on frameworks, standards, and sustainable design.
Operational Excellence: Drives continuous improvement in data platform reliability, observability, and incident management.
Collaboration: Works hand-in-hand with engineering, governance, and business leaders.
Innovation: Evaluates and drives adoption of emerging technologies where beneficial.
Leadership: Provides thought leadership and architectural direction across projects and teams.
Change Leadership: Champions adoption of new technologies and practices, supporting organizational transformation and upskilling

Salary Bracket

€50,000 – € 60,000

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

Senior Risk Management Executive

Purpose of the Role:

The Mapfre group is seeking to recruit a motivated, analytical, and detail-oriented individual based in Malta to join its Risk Management Function in Malta. This is an excellent opportunity for an established risk professional seeking to further develop their career within a leading insurance group operating in a regulated financial services environment. The successful candidate will play a key role within the Risk Management Function across Mapfre Msv Life p.l.c. and Mapfre Malta p.l.c., contributing to the identification, assessment, monitoring and reporting of risks across the Companies. The role will suit an individual who combines strong technical understanding with sound judgement, attention to detail and the confidence to engage

The Role:

Working as part of the Risk Management Function, the successful candidate will help strengthen the Companies’ risk management framework, support risk governance activities and contribute to regulatory and strategic risk initiatives.

Key responsibilities will include:

Reviewing and contributing to the enhancement of risk management policies, controls, procedures and governance documentation.
Coordinating operational risk assessments through the Companies’ risk management platform and following up with relevant stakeholders to ensure timely and meaningful completion.
Maintaining and enhancing the Companies’ Risk Register, ensuring that the key risks are appropriately identified, assessed, monitored, and reported.
Preparing risk dashboards, risk reports and Key Risk Indicator monitoring for management, governance committees and Board Committees.
Leading and coordinating the identification, assessment and reporting of operational risk incidents, emerging risks and control weaknesses.
Supporting the execution and ongoing development of the Own Risk and Solvency Assessment (ORSA) process, including risk assessments, stress testing, scenario analysis and related reporting.
Preparing and coordinating regulatory risk management documentation and submissions, including ORSA, SFCR, RSR and other MFSA-related reporting.
Working with business areas and control functions to promote a strong and embedded risk culture across the Companies.
Contributing to Group and local risk management initiatives, including work relating to operational resilience, outsourcing, governance and regulatory developments.
Providing clear, well-structured analysis and recommendations to support effective decision-making.

The ideal candidate

We are looking for a motivated and credible risk professional who can contribute immediately while continuing to grow within a dynamic insurance and financial services environment.

Essential skills:

A university degree in Risk Management, Insurance, Finance, Economics, Accounting, Actuarial Science, Business, or another relevant discipline.
Strong understanding of risk management principles, internal controls and governance frameworks.
Excellent analytical, problem-solving and report-writing skills.
Strong proficiency in Microsoft Office applications, particularly Microsoft Excel and PowerPoint.
The ability to interpret data, identify trends and present risk information clearly and effectively.
Strong communication and interpersonal skills, with the ability to engage confidently with colleagues across different functions.
Sound judgement, professional integrity and a proactive approach to managing priorities.
A high level of accuracy, organisation and attention to detail.

Desirable skills:

At least 5 years experience within a risk management function within the insurance, banking or wider financial services sector.
Familiarity with the Maltese financial services regulatory environment.
Knowledge of insurance risk management, Solvency II, and regulatory reporting requirements.

Language:

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

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@middlesea.com

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

Summary:

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 Responsibilities:

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.

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.

Salary Bracket

€ 30,000 – € 40,000

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 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)

Level 2 Platform Ops Engineer

Role Summary

The Level 2 Platform Ops Engineer is responsible for supporting core business applications and assisting with incident investigation, basic troubleshooting, and root cause analysis. The role focuses on operational support, issue diagnosis, and helping maintain system stability.

The position is best suited for someone with a good PL/SQL background and an interest in learning.

Key Responsibilities

Application & Platform Support

Provide Level 2 support for business applications and related 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 scheduled processes.

Support the resolution of recurring operational issues with guidance from senior team members. Knowledge of RabbitMQ and Kafka is considered an asset.

Root Cause Analysis & Problem Management

Participate in root cause analysis on recurring or high-impact incidents.

Identify systemic issues and propose preventative actions.

Produce clear technical documentation and incident reports.

Change & Support Activities

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 DBA teams.

Change & Continuous Improvement

Support application releases and post-deployment checks.

Assist with testing validation and monitoring after changes are implemented.

Update support documentation and operational runbooks where needed.

Work with internal teams to improve support processes and service quality.

Required Knowledge & Skills

Strong PL/SQL skills.

Good understanding of SQL and database troubleshooting.

Strong analytical and problem-solving abilities.

Ability to perform root cause analysis and document findings clearly.

Good communication and teamwork skills.

Willingness to learn application support and production operations processes.

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.

Ideally with Insurance or financial services experience.

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 – € 45,0000

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

I.T. Workplace & Infrastructure Engineer

Reporting to:

Head – Enterprise Architecture & Infrastructure.

Job 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:

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.

Skills and 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:

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