Introduction
I have worked in the insurance industry, in both Non-Life (P&C) and Life & Health lines, for almost 20 years, the last 9 in Munich. Over the last 4 years I have supported the transformation of complex organizations, enabling them to become more efficient and to deliver greater value to their customers.
I firmly believe that “digital change”, “lean structures” and “collaborative/agile teams” will enable complex organizations to become more competitive in the new IoT era.
I have led “cross-functional” teams located in different parts of the world, supported CEOs and board members in executive committees with successful recommendations on such transformations, and headed a sizeable Program Management Office, establishing common standards across projects and regions.
I hold several certifications and executive education credentials (Black Belt, Agile-Scrum Master, Project Management, MBA and strategy programs at London Business School and ESMT) which, together with my interpersonal skills, have enabled me to succeed in all my projects.
Experience
Since 2018 – Allianz SE
Head of Transformation for Operational Efficiency
Responsible for executing the end-to-end redesign of the motor insurance process in 4 countries in order to create a new direct entity, a “lean” online organization focused on customer service and efficiency.
This role covers the end-to-end design of all processes and customer journeys through to implementation, using a specific agile framework and a dedicated co-located team structure (“squads”) to regularly deliver unique products to customers. As a result, the company becomes simpler, faster and more competitive, as releases with
new customer features are launched frequently.
Organization: reporting directly to the CEO. Team of ~30 people, budget of €2M.
Countries: Germany, the Netherlands, Italy and Spain
Achievements:
•Speed of execution: complete redesign of end-to-end processes, including prototypes and customer testing, in a
record time of 15 weeks; speed of implementation: < 1 year (NL and DE)
• KPIs: most efficient insurer (100% digital sales, 95% digital claims notifications, 100% digital
policy management), 12% expense ratio; customer NPS of 75 and 30% market share.
2016 – 2018 – Allianz SE / Munich
Head of Digital Transformation and Head of PMO
Responsible for implementing a new online platform for the direct companies in the CEE region, as well as a hub
based in Poland providing IT and e-business services to the region. Also took on the role of Head of PMO,
defining the standards for Project Managers / Scrum teams in the three countries.
Organization: reporting directly to the Global Head of Direct Digital Pure Player. ~50 people, budget of €5M.
Countries: Poland, Czech Republic and Romania
Achievements:
• Project successfully delivered on time and within budget; speed: implementation in < 1 year (PL).
• A single product, a single platform and Marketing Suite for the region; new operating model with IT
and eBusiness services centralized in Poland.
• KPIs: efficiency achieved (100% digital sales, paperless company), loss ratio lower than that of other direct players, best
customer experience in the market.
2013 – 2015 – AGSC – Allianz Global Corporate & Specialty SE / Munich
Head of CPO – Central Project Portfolio
Responsible for driving change across AGCS globally through the planning, prioritization, monitoring and resource allocation
of a €50M project portfolio.
Organization: reporting directly to the Global Head of Organizational Business Transformation. 2 people, budget of €0.5M.
Countries: worldwide
Achievements:
• Definition of standards – based on Prince2 – enabling Project Managers to deliver their projects on time,
scope and budget.
• Design, implementation and roll-out of a Project Management Simulator used by project managers to plan the
sourcing of internal and external resources
2010 – 2012 – Allianz SE / Munich
Operational Performance Country Manager – Benelux Region
Responsible for implementing the Allianz Target Operating Model and achieving operational
performance in the Benelux region.
Organization: reporting directly to the Global Head of Target Operating Model. No direct reports. Governance role.
Achievements: the agreed projects and actions were delivered, allowing the region to reach its target expense ratio (20%).
2001 – 2010 – Allianz Portugal / Lisbon
Head of e-Commerce
Responsible for the “Online Business Unit”. The company’s strategy was a multichannel approach with a
brand derived from Allianz, the same price across all channels and differentiated products to avoid channel conflict with
traditional agents.
Organization: reporting directly to the Chief Commercial Officer. 5 people and a budget of €0.5M.
Achievements: online sales target achieved for dental and pension products; roll-out of a new self-service platform
used by individual customers.
Education, Training and Certifications
Education
1997/1998 MBA – Master of Business Administration, ISCTE, Lisbon
1995 Bachelor’s Degree in Social Sciences, ISCTE, Lisbon
Training and Certifications
2019 Agile Scrum Master Certification – Scrum Alliance, Munich
2013 Executive Education – Market Driving Strategies, London Business School, London
2012 Finance for Non-Financial Managers – ESMT, Berlin
2011 Black Belt Training, Allianz, Munich
2009 Project Management Training – PMO, Lisbon
Languages
Portuguese: native
English: fluent
French: professional working proficiency
Spanish: professional working proficiency
German: basic knowledge