Global Operation Service Manager

2 giorni fa

Milano, Italia Generali Italia A tempo pieno

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 that is 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 5 branches across Europe and employs about 1.000 people.

A Global Operation Service Manager manages the Command Center team and handles customer service interactions, reports, and repairs. The service manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers.

The Global Operation Service Manager is accountable and responsible for:

- Coordinate and manage the global command center structure in support of Event, Incident and Problem management processes
- Manage the service levels provided to internal customers, provide periodic reports, coordinate the relationship with the local stakeholders
- Coordinate the Continuous Improvement team in support of ongoing service process improvement
- Manage the tools to support the service

Main tasks for Global Operation Service Manager are:

- Directing service tasks, monitoring the progress of current improvement projects, and managing service team members to ensure the team's objectives goals are met.
- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
- Setting up and maintaining the Service Desk / Commend Center and evaluating its efficiency.
- Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
- Monitoring department issues and client complaints to create methods to lessen recurring issues.
- Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
- Maintaining strong relationships with manufacturers, dealers, and sales representatives.
- Helping to train new employees in company procedures

Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.

**Requirements**:

- A bachelor's / University degree in Business, Computing, Engineering, or related field.
- Good balance between hard and soft skills is required;
- Proven structured communication and problem-solving skills are mandatory;
- Previous sales and management experience may be advantageous.
- Strong Insurance / Banking industry knowledge.
- Excellent leadership, communication, sales, and customer service skills.
- Computer literacy and good organizational skills.
- Strong creative thinking and problem-solving skills.
- The ability to work under pressure and handle stress

**Skills**:

- Problem-solving and analytical skillset
- Communication skills and ability to manage a wide array of different stakeholders
- Strong operational focus, ability to drive topics and deliver results
- Fluent English, another European and/or other language is a plus

Notes/Preferences:

- Based in Milan Headquarters.

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