Florian René Herrmann

Senior Operations Leader with 15+ years in insurance and InsurTech — proven track record in scaling claims operations, driving cost, quality and risk KPIs, and building high-performing leadership teams through growth and transformation.

Head of Operations at getolo GmbH (2024-07 – Present)

End-to-end ownership of Claims & Customer Success — 7 direct reports, 70 staff

• Crisis management: resolved a backlog of 15,000+ unprocessed claims through targeted automation, AI tooling, and process redesign — without additional headcount
• Led full department restructuring to drive significant efficiency gains; cross-functional projects as primary lever
• Implemented automated claims processing in close collaboration with Product & Tech

Program Lead, Germany at Movinx GmbH (2023-06 – 2023-12)

Project-based role for the German market launch; concluded upon successful completion.

• Overall responsibility for the successful product go-live in Germany
• Managed key internal and external stakeholders across all project phases
• Developed operational and product-adjacent processes for market entry

Global Operations Monitoring Lead at wefox (2021-11 – 2023-06)

Built and developed the Operations leadership team; performance managed via KPIs across cost, quality, turnaround time, and CSAT

• Designed and implemented a group-wide KPI framework for Claims, Distribution & Policy Administration
• Developed and rolled out a group-wide Anti-Fraud Blueprint across Germany, Italy and Poland
• Led Anti-Fraud project with 25 members; selected and deployed fraud detection tooling — resulting in a +10% increase in fraud detection rate
• Co-led "Customer Satisfaction Germany" project (10 members)

Senior Claims Consultant at tech11 GmbH (2021-06 – 2021-11)

• Advised insurers on claims process optimisation
• Supported implementation and further development of core insurance systems

Claims Management Specialist at FRIDAY Versicherung (2019-01 – 2021-06)

• Operational and conceptual development of the claims department
• Led a team of 7 claims handlers and one TPA; managed external service providers and quality KPIs

Quality Manager at BavariaDirekt (2018-04 – 2019-01)

Provider Management (Claims) at Verti Versicherung AG (2017-02 – 2018-04)

Fraud & Claims Handler at Direct Line Versicherung AG (2008-07 – 2017-01)

Practitioner of Modern Leadership – TAM Akademie (2025-11 – 2026-01)

Certified Insurance Professional (IHK) – NÜRNBERGER Insurance Academy (2004-07 – 2006-06)