Head of Operations
Pubblicato il 22-09-2026 - Michael Page in Milano
Michael Page
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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 ca