Head of Operations - Insurance MGA

pThe Head of Operations Italy plays a key role in the operational excellence of the MGA activities. /ppReporting directly to the Italy CM and sitting on the Management Committee, the role oversees three key operational units, representing a total of approximately 10 people: /pulliIntermediary Assistance /liliTechnical Accounting /liliClaims /li /ulpMultinational Insurance MGA based in Milan /ppThe 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. /ppstrongOperational Leadership /strong /pulliProvide strategic and operational leadership to the Intermediary Assistance, Technical Accounting, and Claims departments. /liliDesign and implement a robust operating framework focused on efficiency, scalability and quality. /liliWork closely with team leaders to monitor performance, set priorities and deliver the company objectives. /li /ulpstrongResource Management /strong /pulliAnalyse and structure the teams to ensure an optimal allocation of resources. /liliPut in place planning models tailored to each department in order to anticipate activity peaks and reduce turnaround times. /liliOversee recruitment, onboarding, training and people development in order to maintain high-performing teams. /li /ulpstrongProcess Optimisation /strong /pulliDefine and track the key performance indicators (KPIs) that improve team results and optimise the operating ratio. /liliIdentify bottlenecks and put concrete solutions in place. /liliLeverage the product roadmap to reduce the workload of the teams by automating the resolution of recurring broker issues. /liliFoster a culture of continuous improvement and innovation within the teams. /liliImplement new tools and technologies in collaboration with the Product teams. /li /ulpstrongBusiness Transformation AI /strong /pulliAct 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. /liliMake 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. /liliBuild the internal capabilities, governance and change management required to embed AI-enabled ways of working into the daily routines of the teams. /li /ulpstrongStrategic Alignment Execution /strong /pulliTranslate the company strategy into concrete operational plans. /liliEnsure the effective execution of strategic initiatives, including cross-functional projects. /liliProduce detailed performance reports and formulate recommendations to management. /li /ulpstrongCompliance Risk Management /strong /pulliEnsure compliance with regulations, industry standards and internal policies. /liliIdentify and anticipate operational risks by putting preventive measures in place. /li /ulpstrongExperience /strong /pulliMore than 6 years of experience managing operational teams in the insurance industry, with a proven track record in project management /li /ulpstrongEducation /strong /pulliMaster's degree in Engineering, Management, Economics or Business /liliSound knowledge of claims management, technical accounting and insurance brokerage processes. /liliFamiliarity with typical MGA's tools and platforms. Hands-on knowledge of Zendesk and Aircall is a strong plus. /liliSolid 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. /liliFluent professional English. /li /ulpstrongSkills /strong /pulliStrong analytical skills and strategic thinking. /liliExpertise in project management, capacity planning and in the implementation of operational tools. /liliAbility to manage and motivate operational teams. /liliExcellent communication and interpersonal skills. /liliResults-oriented and proactive in solving challenges. /liliOptimisation mindset with a pragmatic approach to problem solving. /li /ul #J-18808-Ljbffr