ppbCategoria: /b Insurancebr/bLuogo di lavoro: /b Milano e provincia /p pThe Head of Operations Italy plays a key role in the operational excellence of the MGA activities.br/Reporting 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: /p ul liIntermediary Assistance /li liTechnical Accounting /li liClaims /li /ul pThe 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.br/bOperational Leadership /b /p ul liProvide strategic and operational leadership to the Intermediary Assistance, Technical Accounting, and Claims departments. /li liDesign and implement a robust operating framework focused on efficiency, scalability and quality. /li liWork closely with team leaders to monitor performance, set priorities and deliver the company objectives. /li /ul pbResource Management /b /p ul liAnalyse and structure the teams to ensure an optimal allocation of resources. /li liPut in place planning models tailored to each department in order to anticipate activity peaks and reduce turnaround times. /li liOversee recruitment, onboarding, training and people development in order to maintain high‑performing teams. /li /ul pbProcess Optimisation /b /p ul liDefine and track the key performance indicators (KPIs)



that improve team results and optimise the operating ratio. /li liIdentify bottlenecks and put concrete solutions in place. /li liLeverage the product roadmap to reduce the workload of the teams by automating the resolution of recurring broker issues. /li liFoster a culture of continuous improvement and innovation within the teams. /li liImplement new tools and technologies in collaboration with the Product teams. /li /ul pbBusiness Transformation AI /b /p ul liAct 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. /li liMake 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. /li liBuild the internal capabilities, governance and change management required to embed AI‑enabled ways of working into the daily routines of the teams. /li /ul pbStrategic Alignment Execution /b /p ul liTranslate the company strategy into concrete operational plans. /li liEnsure the effective execution of strategic initiatives,



including cross‑functional projects. /li liProduce detailed performance reports and formulate recommendations to management. /li /ul pbCompliance Risk Management /b /p ul liEnsure compliance with regulations, industry standards and internal policies. /li liIdentify and anticipate operational risks by putting preventive measures in place. /li /ul pbRequisiti: /b Experience More than 6 years of experience managing operational teams in the insurance industry, with a proven track record in project managementEducationMaster's degree in Engineering, Management, Economics or BusinessCompetenciesSound 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.SkillsStrong 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.AttitudeResults‑oriented and proactive in solving challenges.Rigorous, curiousOptimisation mindset with a pragmatic approach to problem solving. /p /p #J-18808-Ljbffr

📌 Head of Operations - Insurance MGA (Milano)
🏢 Michael Page International
📍 Milano