Customer Insurance Manager
About DHL and IRM:
DHL Group, the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.
In Insurance & Risk Management (IRM) we focus on being trusted advisors by connecting with business colleagues and understanding their needs. We manage and mitigate risk and deliver quality insurance products and services to protect the company’s employees, assets and liabilities and to meet its contractual obligations to customers across the group. As our business keeps growing, we want you in our Americas region.
Ready to immerse yourself in the exciting world of IRM? Join the team and bring your expertise on board! As part of the DHL Group, you will be working with a global network of IRM colleagues and benefit from a wide range of development opportunities.
We are looking for an immediate, full-time, permanent position in Brazil
Job Purpose:
- To leverage commercial insights, data analytics and performance management to identify growth opportunities, improve Customer Insurance penetration, enhance profitability and support strategic decision-making across Brazil.
Strategy, Business Development & Distribution
- Build, lead and continuously strengthen the Customer Insurance commercial and distribution model across DGF and other DHL Business Units in Brazil.
- Drive Customer Insurance revenue growth, premium volume, policy placements and customer penetration across Brazil.
- Ensure alignment with IRM strategy, participating in regular business reviews and maintaining effective relationships with global and regional stakeholders.
- Develop commercial targets and business plans with Business Unit Senior Management Teams (SMT) and drive initiatives to achieve agreed objectives.
- Develop and maintain strong relationships with the Brazilian insurance market, including fronting insurers and strategic partners, supporting facultative placement solutions where risks fall outside captive appetite.
- Build strategic relationships with Business Unit Sales, Product, Operations and Management teams to embed Customer Insurance is fully integrated into the overall commercial offering.
- Identify market opportunities, customer needs and product enhancement opportunities, referring new product requirements to the Insurance Program where appropriate.
- Ensure consistency of Customer Insurance products, solutions and supporting processes across customer segments and sales channels, while supporting the development of new solutions for strategic industries and commodities.
- Implement the IRM Customer Insurance sales methodology, governance framework and commercial training strategy across Brazil.
Sales & Revenue Performance, Reporting
- Ownership of Customer Insurance commercial performance across Brazil, with accountability for revenue, premium, customer penetration, EBIT and portfolio profitability.
- Analyze commercial, financial and operational performance trends to identify growth opportunities, profitability improvements and corrective actions.
- Prepare and present monthly dashboards, KPIs, forecasts and business performance reviews for local, regional and global stakeholders.
- Ensure data quality, reporting accuracy and timely operational follow-up to support business decision-making.
- Align local performance reporting with global and regional reporting standards and DGF governance requirements.
- Monitor business performance against agreed targets and implement corrective action plans where required.
Pricing, Underwriting & Claims Coordination
- Provide Customer Insurance and SVP pricing guidance within underwriting parameters established by IRM Insurance Program Managers.
- Translate underwriting requirements into commercial actions, ensuring pricing, coverage and risk acceptance are correctly communicated to the business.
- Communicate compliance-related observations, underwriting requirements and portfolio management actions to the relevant Business Units.
- Coordinate complex customer opportunities requiring underwriting referrals, facultative placements or non-standard insurance solutions.
- Support the implementation and use of approved quotation templates, annual volume agreements and Customer Insurance documentation.
- Coordinate with the IRM Brazil Claims team to resolve operational, underwriting and service issues while ensuring an outstanding customer experience throughout the claims process.
- Support the management of Customer Insurance certificate issuance and related systems and operational processes
Training, Marketing & Customer Engagement
- Develop Customer Insurance capabilities across Brazil through sales enablement, technical training and commercial coaching.
- Support global and local marketing initiatives and review Customer Insurance marketing, webinar and training materials.
- Deliver Customer Insurance product training, customer workshops and technical presentations for internal and external stakeholders.
- Provide technical expertise to support strategic customer meetings, RFQs, tenders and complex commercial opportunities.
- Participate in customer meetings, webinars, CSI/MNC reviews and other commercial engagement activities.
Systems, Compliance & Regulatory
- Drive the continuous improvement, integration and digitalization of Customer Insurance systems supporting sales, quotation, documentation, certificates, reporting and claims.
- Promote data integrity, automation and system enhancements to improve commercial visibility, reporting accuracy and operational efficiency.
- Maintain Customer Insurance content, knowledge-sharing platforms and internal communication channels across DHL.
- Monitor local regulatory developments and escalate relevant insurance, compliance or governance matters to regional and global IRM management
- Ensure full compliance with applicable Brazilian insurance, tax and regulatory requirements, advising the business on licensing, registrations and compliant Customer Insurance solutions in coordination with IRM Compliance and Insurance Regulation.
- Promote the adoption of digital and AI-enabled productivity tools to improve commercial effectiveness, reporting quality and operational efficiency.
Your profile:
- University degree in Business Administration, Insurance, Economics, Finance, Logistics or a related discipline.
- Minimum 5 years of leadership experience managing a Customer Insurance, Property & Casualty (P&C) Insurance, or Commercial Insurance Sales organization in Brazil, within a logistics provider, insurance carrier or insurance brokerage.
- Demonstrated experience leading cross-functional teams and influencing senior stakeholders within a matrix organization
- Strong understanding of global Cargo Insurance Programme structures, including experience with fronting arrangements, local insurance placements and distribution networks.
- Proven experience in the transportation, freight forwarding or logistics industry, with a successful track record of growing Customer Insurance revenue, premium volume, customer penetration and portfolio profitability.
- Solid technical expertise in Marine Cargo Insurance, including underwriting principles, policy wordings and clauses, claims management, product development and pricing.
- Demonstrated commercial and customer-facing sales experience, with responsibility for business development, solution design, commercial negotiations and winning new business opportunities.
- Strong analytical and digital capabilities, including advanced proficiency in Microsoft Office applications (particularly Excel and PowerPoint), Power BI and/or Qlik Sense, with the ability to transform data into commercial insights and executive decision-making.
- Demonstrated ability to leverage generative AI solutions (e.g. ChatGPT, Microsoft Copilot, Claude or equivalent) to improve productivity, business analysis, reporting, executive presentations and decision support.
- Working knowledge of the Brazilian insurance regulatory framework, including SUSEP regulations and applicable insurance, tax and compliance requirements related to Customer Insurance distribution.
- Native Portuguese and fluent English (written and spoken), with the ability to communicate confidently in a corporate environment and prepare and deliver executive business reviews, commercial presentations and performance updates to Senior Management Teams and global stakeholders.
We offer:
- Great opportunity to work for the biggest logistics company in the world
- International and virtual environment
- Flexibility and great opportunity to learn
- Tempting Compensation and benefits
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
If this is something you would like to do, don’t hesitate and start your application.