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Head of Operations

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Pavia, Italia Ardonagh Europe A tempo pieno

Head of Operations & Continuous Improvement – Ardonagh ItaliaLocation: Milano, 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 Responsibilities1. 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