Head of Operations & Continuous Improvement
Descrizione dell'offerta
Head of Operations & Continuous Improvement – Ardonagh Italia
Ardonagh Europe
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
- 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; create detailed SOPs with purpose, scope, steps, templates, handoffs, controls, SLAs, RACI, and versioning; establish and maintain a central SOP repository.
- 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.
- 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.
- 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; facilitate CI workshops and improvement sprints; maintain CI pipeline, track benefits with Finance; embed problem‑solving capability in teams.
- Continuous Improvement Initiatives: 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; maintain daily visibility of workloads, queues, SLAs, and resource utilisation; create capacity models and ensure balanced allocation; implement cross‑training to enhance flexibility.
- 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; deliver full SOP library for all critical processes; provide QA framework and monthly dashboards; deliver end‑to‑end training curriculum and onboarding path; manage CI pipeline with validated benefits; maintain SLA catalogue and service monitoring toolkit; document 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.
- Fluency in Italian and English.
- Lean Six Sigma Green/Black Belt is an advantage.
- Team player.
- Excellent written and verbal communication skills.
- 5+ years as people manager.
- Strong problem‑solving capabilities.
- Ability to influence without authority and work in a collaborative manner.