Driving Change Through People

As Head of Operations and People at Pro LatAm, Marina Belardo sits at the intersection of two critical pillars of business – strategic operations and human capital. Her journey with Pro Global began nearly three years ago when she joined as Head of People, a role that expanded in scope last year to include operations. With a background in consultancy and operations management, Marina brings a unique dual lens to leadership, one that fuses performance-driven systems with a deep understanding of people.

Before joining Pro, Marina spent seven years in consultancy, managing a range of transformation projects. That experience laid the foundation for her operational mindset but also sharpened her awareness of the human element in business success. “In consultancy, you’re there to deliver a project – but it’s the people who make it happen. Improving service quality isn’t just about fixing processes; it’s about engaging the people who run them,” she explains.

New challenges for a maturing market

This belief has guided her approach at Pro LatAm, especially during a period of significant market and organisational change. In the last 18 months, the Latin American insurance sector has been navigating new challenges. As inflation began to drop after a long period of economic instability, insurers could no longer rely on financial instruments to bolster results. The new focus has been to do more with less, essentially needing to become leaner, more agile, and more efficient.

For Pro LatAm, this pivot meant doubling down on service quality and employee engagement. “In Argentina, we were facing challenges with the level of service being delivered. The first step was to re-engage our teams. We worked closely with managers to instill the right mindset and align our people with shared values,” Marina says. This people-first approach led to measurable improvements in service delivery and client satisfaction.

But Marina’s transformation plan didn’t stop there. Alongside cultural shifts, Pro LatAm has undergone a wide-reaching evolution in its use of technology and process optimisation. By focusing on enhancing both tools and talent, the company is helping client organisations not only stay profitable but also thrive under new operational demands.

Focus Fuels Success

What sets Pro Global apart, according to Marina, is its singular focus on insurance services. “Unlike our competitors, we’re not diluted across multiple markets. We’re specialists – and that makes a difference.” Pro also brings a distinctly English model to its work in Latin America, which encompasses a results-oriented, well structured, and strategic approach. “We take a 360-degree view of our clients’ operations,” she adds. “That means we can identify and improve every touchpoint – from internal workflows to end-client delivery.”

Under Marina’s leadership, Pro LatAm has embraced this full-spectrum approach with momentum and purpose. Her belief in aligning operations with people strategy is more than just a management philosophy, she believes it’s a blueprint for long-term success.

As the insurance sector continues to evolve, Marina Belardo’s blend of operational rigor and human insight ensures that Pro LatAm remains a catalyst for meaningful change in the industry.