Head Of Performance And Service

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.Accountable for:Defining and maintaining Group-wide performance framework, including KPIs and SLAs for SSC processesCoordinating performance monitoring and reporting.Ensuring outsourcing governance and vendor performance in line with contractual and Group standardsDriving continuous improvement programs and identifying optimization opportunitiesProviding management reporting and insights to support strategic decision-makingDevelop and maintain the performance governance model ensuring alignment across Shared Service Centers and Business UnitsMonitor operational performance through dashboards and analytics, identifying deviations and root causesCoordinate performance review cycles, ensuring corrective actions and improvement plans are implementedManage outsourcing performance and ensure compliance with defined SLAs and KPIsConsolidate Group Shared Service Center performance reports for executive and functional leadershipActivate continuous improvement and standardization initiatives across service linesFacilitate knowledge sharing and the adoption of best practices between Shared Service Centers and Business UnitsRequirementsTechnical capabilitiesPerformance management expertise: experience in setting up KPI frameworks, SLAs, and operational scorecardsData analytics and reporting: proficiency in using data visualization and BI tools (e.g., Power BI, Tableau, Excel) to monitor and report on performanceOutsourcing governance: understanding of service contracts, vendor management, and performance trackingProcess improvement: knowledge of Lean / Six Sigma methodologies to identify and implement efficiency gainsProject management: ability to coordinate improvement initiatives, manage escalations, and ensure timely delivery of corrective actionsStrategic capabilitiesAnalytical and problem-solving mindset: ability to interpret data, detect trends, and propose actionable insightsStakeholder management: ability to collaborate across Shared Service Centers, Business Units, and external partnersCommunication and influencing: strong written and verbal communication skills to convey results and recommendations to senior managementChange leadership: ability to lead and motivate teams through transformation and process optimizationIdeal Background10+ years in performance management, business operations, or shared services governanceExperience in outsourcing management and/or continuous improvement initiativesCompany ProfileGenerali 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 levelMid-Senior levelEmployment typeFull-timeJob functionProduct ManagementIndustriesInsurance#J-*****-Ljbffr