Head of Operations
Pubblicato il 06-10-2026 - Michael Page in Milano
Michael Page 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.
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