Head of Operations - milano - Ardonagh Global Partners

    Ardonagh Global Partners
    Ardonagh Global Partners milano

    1 giorno fa

    85.000 € - 150.000 € (EUR) all'anno *
    Descrizione

    Head of Operations & Continuous Improvement – Ardonagh Italia

    Location: Milano, Italia

    Role Purpose

    Drive operational effectiveness and consistency across Ardonagh Italia by mapping current processes, simplifying and standardising them into Standard Operation Procedures (SOPs), building a robust Quality Assurance (QA) model, ensuring SOP currency, embedding structured training for new joiners, fostering a continuous improvement culture, delivering process efficiencies and cost reductions, maintaining visibility of daily workload and allocation, and owning SLAs for internal and external customers.

    Key Responsibilities

    1. Process Discovery & Standardisation (SOPs)

    - Map all core processes across broking, policy administration, renewals, endorsements, claims handling, finance operations, customer contact, and compliance-linked workflows.

    - Identify waste, simplify decision points, eliminate unnecessary handoffs, and standardise processes.

    - Create detailed SOPs with purpose, scope, steps, templates, handoffs, controls, SLAs, RACI, and versioning.

    - Establish and maintain a central SOP repository.

    2. Quality Assurance (QA) Model

    - Design and implement a formal QA framework (sampling plan, control checklists, scoring).

    - Conduct sampling across calls, endorsements, quotes, claims files, and critical tasks.

    - Lead Root Cause Analysis on defects and drive corrective action plans.

    - Produce monthly QA dashboards and trend reports.

    3. SOP Governance & Maintenance

    - Implement SOP lifecycle governance, including review calendars and approval workflows.

    - Maintain SOP change logs and ensure alignment with regulatory and carrier requirements.

    4. Training & Onboarding

    - Create a structured training curriculum aligned with SOPs.

    - Build assessment tools, certification paths, and role-based learning plans.

    - Ensure new joiners are fully trained and existing staff receive refreshers.

    - Measure time-to-competence and training effectiveness.

    5. Continuous Improvement Culture

    - Introduce CI methodologies (Lean, Kaizen, RCA, visual management).

    - Facilitate CI workshops and improvement sprints.

    - Maintain CI pipeline and track benefits with Finance.

    - Embed problem-solving capability in teams.

    6. Cost, Streamlining & Automation

    - Identify opportunities for cost reduction, process streamlining, and automation.

    - Partner with Technology/Data to reduce rekeying, digitise forms, and eliminate bottlenecks.

    - Build business cases and track financial benefits.

    7. Workload Oversight & Allocation

    - Maintain daily visibility of workloads, queues, SLAs, and resource utilisation.

    - Create capacity models and ensure balanced allocation.

    - Implement cross-training to enhance flexibility.

    8. SLA Ownership

    - Define SLAs for key services (call response, endorsement turnaround, claims FNOL, quote times).

    - Monitor performance with dashboards.

    - Lead SLA recovery plans and stakeholder communication.

    Key Deliverables (12 Months)

    - Full SOP library for all critical processes.

    - QA framework and monthly dashboards.

    - End-to-end training curriculum and onboarding path.

    - CI pipeline with validated benefits.

    - Workload management dashboards.

    - SLA catalogue and service monitoring toolkit.

    - SOP and QA governance playbook.

    Skills, Experience & Behaviours

    - 7–10+ years in Operational Excellence, ideally within insurance or insurance broking.

    - Strong experience in process mapping, SOP design, QA frameworks, SLAs.

    - Lean/Kaizen and RCA expertise.

    - Data-driven decision making.

    - Fluency in Italian and English.

    - Lean Six Sigma Green/Black Belt is an advantage

    - Team player

    - Excellent written and verbal communication skills

    - Excellent stakeholder management skills

    - 5+ years as people manager

    - Strong problem-solving capabilities

    - Ability to influence without authority and work in a collaborative manner

    * Questa fascia salariale è una stima fatta da beBee
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