Jaime Paiva
regarding the outsourced model .” Paiva goes on to list the most frequent ones :
• The BPO had limited understanding of the insurance industry and business needs from Zurich .
• Excessive handovers for end-to-end sourcing and contracting lifecycles .
• Lack of dedicated human resources from the BPO .
To measure customer satisfaction , the Sourcing and Procurement function also introduced the Net Promoter Score methodology ( NPS ) to gather immediate and specific feedback from internal stakeholders . “ It ’ s very rewarding to see how our customer satisfaction measurement has evolved since early 2016 , increasing from a score of -22 to + 74 in 2019 ,” says Paiva . From the previous operational model , Zurich kept the Procure-to-Pay ( P2P ) lifecycle outsourced . “ We contracted Genpact for operational procurement and accounts payable for a slightly-altered , cost effective Procure-to-Pay ( P2P ) lifecycle . Zurich also worked on improving the relationship with the BPO partner . “ The partnership with Genpact allows us to focus on strategic or business critical topics instead of having resources burned with operational or tactical aspects of the
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Jaime Paiva
EXECUTIVE PROFILE
Jaime Paiva heads Sourcing and Procurement for the EMEA region at the insurance giant Zurich . Paiva is a seasoned sourcing leader with extensive experience in direct and indirect sourcing , as well as procurement operations . Before joining Zurich Insurance , Paiva held different leadership roles with multinationals such as Siemens and Nokia in Latin America , Europe or globally . Originally from Brazil , he ’ s been living in Germany since 2007 .
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