Head of Operations
6 ore fa
Head of Operations & Continuous Improvement – Ardonagh ItaliaRole PurposeDrive 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 ResponsibilitiesProcess 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.Quality Assurance (QA) ModelDesign 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 & MaintenanceImplement SOP lifecycle governance, including review calendars and approval workflows.Maintain SOP change logs and ensure alignment with regulatory and carrier requirements.Training & OnboardingCreate 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 and track benefits with Finance.Embed problem-solving capability in teams.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 OwnershipDefine SLAs for key services (call response, endorsement turnaround, claims FNOL, quote times).Monitor performance with dashboards.Lead SLA recovery plans and stakeholder communication.Develop and maintain: 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, SLA catalogue and service monitoring toolkit, and SOP and QA governance playbook.Skills, Experience & Behaviours7–10+ 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 playerExcellent written and verbal communication skills5+ years as people managerStrong problem-solving capabilitiesAbility to influence without authority and work in a collaborative manner#J-18808-Ljbffr
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