Service Support Leader

In GOSP - Generali Operations Service Platform, within the new division Shared Service Center, we’re looking for a Performance Management Manager. Generali Operations Service Center develops and oversees performance framework and continuous improvement for Anti-Financial Crime and Anti-Money Laundering services across all locations, ensuring transparency, operational efficiency, and process enhancement in service delivery to Business Units. Defining and maintaining Group-wide performance framework, including KPIs and SLAs for SSC processes Coordinating performance monitoring and reporting. Ensuring outsourcing governance and vendor performance in line with contractual and Group standards Driving continuous improvement programs and identifying optimization opportunities Providing management reporting and insights to support strategic decision-making Develop and maintain the performance governance model ensuring alignment across Shared Service Centers and Business Units Monitor operational performance through dashboards and analytics, identifying deviations and root causes Coordinate performance review cycles, ensuring corrective actions and improvement plans are implemented Manage outsourcing performance and ensure compliance with defined SLAs and KPIs Consolidate Group Shared Service Center performance reports for executive and functional leadership Activate continuous improvement and standardization initiatives across service lines Facilitate knowledge sharing and the adoption of best practices between Shared Service Centers and Business Units Requirements Technical capabilities Performance management expertise: experience in setting up KPI frameworks, SLAs, and operational scorecards Data analytics and reporting: proficiency in using data visualization and BI tools (e.g., Power BI, Tableau, Excel) to monitor and report on performance Outsourcing governance: understanding of service contracts, vendor management, and performance tracking Process improvement: knowledge of Lean / Six Sigma methodologies to identify and implement efficiency gains Project management: ability to coordinate improvement initiatives, manage escalations, and ensure timely delivery of corrective actions Strategic capabilities Analytical and problem-solving mindset: ability to interpret data, detect trends, and propose actionable insights Stakeholder management: ability to collaborate across Shared Service Centers, Business Units, and external partners Communication and influencing: strong written and verbal communication skills to convey results and recommendations to senior management Change leadership: ability to lead and motivate teams through transformation and process optimization Ideal Background 10+ years in performance management, business operations, or shared services governance Experience in outsourcing management and/or continuous improvement initiatives Company Profile Generali is a major player in the global insurance industry - a strategic and highly important sector for the growth, development, and welfare of modern societies. Over almost 200 years, we have built a multinational Group present in more than 60 countries, with 470 companies and nearly 80,000 employees. GOSP - Generali Operations Service Platform is a joint‑venture between Generali and Accenture and provides IT and Procurement services to Generali Group companies. Our purpose is to accelerate the Group’s innovation and digitization strategy through the Cloud and shared platforms. Based in Italy, it has 6 branches across Europe and employs about 1,200 people. Seniority level Mid‑Senior level Employment type Full‑time Job function Product Management Industries Insurance #J-18808-Ljbffr