Head of Operations - Insurance MGA

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.