Head of Operations - Insurance MGA

• Insurance MGA
• Operation - Claims - Technical Accounting

Azienda

Multinational Insurance MGA based in Milan

Opportunità

The core mission is to build an optimal organisation, ensure the efficient allocation of resources and deliver a high level of performance in terms of productivity and intermediaries satisfaction. A business operations expert will also support the role in structuring the teams, improving processes, and working alongside the digital product team.

Operational Leadership

• Provide strategic and operational leadership to the Intermediary Assistance, Technical Accounting, and Claims departments.
• Design and implement a robust operating framework focused on efficiency, scalability and quality.
• Work closely with team leaders to monitor performance, set priorities and deliver the company objectives.

Resource Management

• Analyse and structure the teams to ensure an optimal allocation of resources.
• Put in place planning models tailored to each department in order to anticipate activity peaks and reduce turnaround times.
• Oversee recruitment, onboarding, training and people development in order to maintain high-performing teams.

Process Optimisation

• Define and track the key performance indicators (KPIs) that improve team results and optimise the operating ratio.
• Identify bottlenecks and put concrete solutions in place.
• Leverage the product roadmap to reduce the workload of the teams by automating the resolution of recurring broker issues.
• Foster a culture of continuous improvement and innovation within the teams.
• Implement new tools and technologies in collaboration with the Product teams.

Business Transformation & AI

• Act as the single owner and accountable leader for the full portfolio of company transformation projects, from business case to delivery, reporting progress and impact to the Management Committee.
• Make artificial intelligence a core lever of the operating model: identify, prioritise and deploy AI use cases across intermediary assistance, technical accounting, claims and underwriting support in order to remove manual workload at scale.
• Build the internal capabilities, governance and change management required to embed AI-enabled ways of working into the daily routines of the teams.

Strategic Alignment & Execution

• Translate the company strategy into concrete operational plans.
• Ensure the effective execution of strategic initiatives, including cross-functional projects.
• Produce detailed performance reports and formulate recommendations to management.

Compliance & Risk Management

• Ensure compliance with regulations, industry standards and internal policies.
• Identify and anticipate operational risks by putting preventive measures in place.

Competenze ed esperienza

Experience

• More than 6 years of experience managing operational teams in the insurance industry, with a proven track record in project management

Education

• Master's degree in Engineering, Management, Economics or Business

Competencies

• Sound knowledge of claims management, technical accounting and insurance brokerage processes.
• Familiarity with typical MGA's tools and platforms. Hands-on knowledge of Zendesk and Aircall is a strong plus.
• Solid understanding of AI technologies and of their concrete application to insurance operations (document extraction, workflow automation, conversational assistants, agentic tools), with the ability to identify, size and challenge use cases together with the Product team.
• Fluent professional English.

Skills

• Strong analytical skills and strategic thinking.
• Expertise in project management, capacity planning and in the implementation of operational tools.
• Ability to manage and motivate operational teams.
• Excellent communication and interpersonal skills.

Attitude

• Results-oriented and proactive in solving challenges.
• Rigorous, curious
• Optimisation mindset with a pragmatic approach to problem solving.

Completa l'offerta

Permanent Eemployment Contract

CCNL: ANAPA

Location: Milan