Lead a busy operations team handling day-to-day policy servicing across multiple product lines. You will ensure all tasks are processed on time, within service standards, and in line with regulatory and internal policies. You’ll coach and develop the team, drive continuous improvement, and work closely with stakeholders to deliver a consistently strong customer experience.
Responsibilities
Manage day-to-day workload and resources so all tasks are completed within agreed SLAs.
Ensure all processes follow internal procedures, regulatory requirements, AML standards and anti-fraud measures.
Identify and log risks early, implement remediation actions, and support successful audits.
Monitor volumes, trends, and key metrics (turnaround times, first-time resolution, customer effort, cost) and act to improve performance.
Put the customer first in all decisions and promote excellent service to internal and external stakeholders.
Lead by example, setting a positive, ethical and collaborative team culture.
Coach, mentor and develop team members through regular 1:1s, performance reviews and a clear training plan.
Maintain a current training matrix and quarterly training schedule for the team.
Foster continuous improvement by challenging existing processes and suggesting practical changes.
Support strategic projects, product initiatives and operational change.
Build and maintain strong relationships with sales, clients, intermediaries and other internal teams.
Skills & Experience
Fluency in Italian.
Strong background in operations, risk and compliance with proven delivery of best practice processes and service.
Track record of leading or playing a key role in major projects or service improvements.
Clear understanding of customer needs and the client perspective across different products.
Strong interpersonal, communication and influencing skills, with the ability to manage stakeholders at multiple levels.
Curious, ambitious and committed to delivering a superior service.
#J-18808-Ljbffr