Categoria: Insurance
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Luogo di lavoro: Milano e provincia
The Head of Operations Italy plays a key role in the operational excellence of the MGA activities.
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:
- Intermediary Assistance
- Technical Accounting
- Claims

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 techno

📌 Head of Operations (Italia)
🏢 Michael Page International
📍 Italia