Operations Manager - Italy

The Operations Manager will oversee Claims, Complaints and Customer Services teams structured into dedicated operational streams, each led by a Team Lead. They will work closely with these leads to ensure consistency, quality, and performance across all areas of activity

Process Ownership - Claims, Complaints and Customer Service:

• Define, document, and maintain end-to-end process standards for claims, complaint handling and customer services across all operational streams
• Ensure processes are compliant with applicable regulatory and insurance frameworks, including PPI-specific requirements
• Lead process governance forums and act as the single point of accountability for process-related decisions
• Drive continuous improvement initiatives, identifying inefficiencies and implementing structured solutions
• Collaborate with Transformation, Compliance, IT, Project, and other cross-functional stakeholders to ensure process alignment and readiness
• Own the process change management cycle, from design through to implementation and post-implementation review

Claims and Complaints Management

• Manage the full lifecycle of claims and complaints operations within the PPI insurance framework
• Monitor and analyse operational KPIs, identify trends, and implement corrective action plans where necessary
• Ensure complaint handling processes are aligned with regulatory requirements and group standards
• Act as an escalation point for complex or sensitive cases

Reporting and Analysis

• Produce clear, concise, and insightful operational reports for senior management and relevant stakeholders
• Develop and maintain operational dashboards to track operational activities such as claims volumes, complaint rates, resolution times, and team performance
• Present findings with structured recommendations, adapting communication to the audience

Strategic Transformation

• Drive the department's transition to a process-led operating model
• Challenge existing ways of working and contribute to the redesign of operational structures
• Support change management efforts, ensuring teams are engaged and aligned throughout the transformation

Operations Leadership:

• Lead and manage a multi-cultural operations team structured around functional streams
• Provide clear direction, coaching, and development to Claims, Complaints and Customer Services Team Leads
• Foster a high-performance culture rooted in accountability, continuous improvement, and collaboration
• Oversee daily operations across all streams, ensuring service levels, quality standards, and regulatory obligations are consistently met