Head of Operations - Insurance MGA

Michael Page; Milano; In loco; EUR 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Michael Page in Milan seeks Head of Operations Italy to drive operational excellence across three units: Intermediary Assistance, Technical Accounting and Claims. You will lead strategic transformation, optimize processes and deploy AI-enabled tools to reduce workload and improve service levels.

The role requires 6+ years in insurance operations, a Master’s in a related field, and fluency in English, with a focus on scalable, compliant delivery and cross-functional collaboration with product

Competenze

• More than 6 years of experience managing operational teams in the insurance industry.
• Master's degree in Engineering, Management, Economics or Business.
• Familiarity with MGA tools; Zendesk and Aircall are strong plus.
• Fluent professional English.
• Solid understanding of AI technologies and their application to insurance operations.

Mansioni

• Provide strategic and operational leadership to Intermediary Assistance, Technical Accounting, and Claims departments.
• Design and implement an operating framework focused on efficiency, scalability and quality.
• Monitor performance, set priorities and deliver company objectives.
• Oversee recruitment, onboarding, and people development to maintain high-performing teams.
• Lead business transformation projects and embed AI-enabled workflows across the stack.
• Translate strategy into concrete operational plans and ensure execution.
• Ensure compliance with regulations and manage operational risk.

Conoscenze

Analytical thinking

Project management

Capacity planning

Team leadership

Communication skills

Problem solving

Strategic thinking

AI awareness

Formazione

Master's degree in Engineering, Management, Economics or Business

Strumenti

Zendesk

Aircall

Descrizione del lavoro

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

Multinational Insurance MGA based in Milan

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.
• Build the internal capabilities, governance and change management required to embed AI-enabled ways of working into the daily routines of the teams.

Strategic Alignment & Execution

• Translate the company strategy into concrete operational plans.
• Ensure the effective execution of strategic initiatives, including cross-functional projects.
• Produce detailed performance reports and formulate recommendations to management.

Compliance & Risk Management

• Ensure compliance with regulations, industry standards and internal policies.
• Identify and anticipate operational risks by putting preventive measures in place.

Experience

• More than 6 years of experience managing operational teams in the insurance industry, with a proven track record in project management

Education

• Master's degree in Engineering, Management, Economics or Business
• Sound 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.

Skills

• Strong 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.
• Results-oriented and proactive in solving challenges.
• Optimisation mindset with a pragmatic approach to problem solving.