Marco Raiola

Experience

• 

  Mondial Assistance Brasil

  Apr 1998 - Aug 2009

  Main Achievements:• Implementation of Social Accountability certification (SA8000);• Design and implementation of CSR reporting; Helping people anytime, anywhere.Provide and coordinate 24/7 roadside, home and medical assistance to travellers all across the globe;

  • Quality Analyst

    Mar 2007 - Aug 2009

  • Assistance Case Manager

    Apr 1998 - Feb 2007
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  Allianz Partners Australia

  Sept 2009 - Jun 2014

  Main Achievements• Lead Voice of Customer project implementation, including customer complaints and NPS survey blueprints;• Lead customers' complaint management and NPS survey teams;• Used VoC data to analys processes, IT systems, policywordings,providers, distribution and competitors to fuel innovation into the organization;• Quality Dashboard implementation management and reporting to key internal stakeholders & C-Suite, integrating Voice of the Customer data streams (complaints & customer surveys);• Lead ISO 9001 certification;• Managed social media complaints strategy; Show less

  • Quality Manager

    Jul 2011 - Jun 2014

  • Senior Internal Auditor, Region EMEA2

    Sept 2009 - Jul 2011
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  Allianz Partners

  Jul 2011 - Nov 2018

  Main Achievements:• Piloted and defined Product Risk assessment methodology Groupwide;• Built and lead a small team of market conduct specialists in charge of product approval process (wording review, distribution/sales practice, profitability, etc);• Implemented Product Risk form to support data collection and escalation process by UW teams;• Lead Product Risk training and workshops to support understanding and buy-in from Sales and UW teams;• Performed gap analysis/tests of business partners' and corporate web sites to ensure product risk features were applied in the customer journeys; Show less Main Achievements:• Ramp up & integration in the day to day business of the ERM processes;• Region's risk profile monitoring, reporting & follow up of mitigation actions;• Supporting risk & opportunities identification for strategic planning;• New product/service risk & control assesment/validation;• Risk & Control Self assesment and key controls testing and incident management implementation;• Member of the UW & Integrity Committee;• Chairman of the Regional Risk Committee; Show less

  • Head of Product Risk Global Competence Center

    Jul 2017 - Nov 2018

  • Regional Head of Risk Management - France & South Europe

    Aug 2016 - Nov 2018

  • Head of Risk Management - Italy & South Europe

    Jul 2011 - Nov 2018
• 

  Coface

  Nov 2018 - now

  Main Achievements:• Lead COVID-19 crisis and continuity response strategy, including WFH and back to the office projects, in cooperation with Group HR/Risk, Country Managers and Regional Leaders;• Supported HQ in planning, testing and rolling out globally RM tool/module;• Implemented collaborative culture approach with key stakeholders (i.e. Finance, Legal, Compliance, IT, etc) to support early financial & non financial risk identification, assessment, treatment and reporting;• Transformation of the Regional ERM reporting package to include the whole risks spectrum, including functions' and business risks metrics;• Team reorganization transitioning resources to x-cross country resources mutualization and subject matter expert set up;• Lead/oversight interactions with Regulators;• Lead internal communication campaigns to raise fraud and cyber risk awareness; Show less

  • COO Spain&Portugal

    Jan 2024 - now

  • Regional Head of Customer Experience - Mediterranean & Africa

    Jan 2023 - now

  • Regional Head of Marketing - Mediterranean & Africa

    Jan 2021 - Dec 2023

  • Risk Management Director - Mediterranean & Africa Region

    Nov 2018 - Jan 2021