Performance and Service Professional

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In GOSP - Generali Operations Service Platform, within the new division Shared Service Center, we’re looking for a performance and service professional.

The Know Your Customer / Anti Financial Crime Shared Service Center develops and oversees performance framework and continuous improvement for Anti‑Financial Crime and Anti‑Money Laundering service across all locations, ensuring transparency, operational efficiency, and process enhancement in service delivery to Business Units.

The performance and service professional contributes to Service Level monitoring and process improvement for Anti‑Financial Crime and Anti‑Money Laundering service, supporting and ensuring timely reporting cycles and contributing to high‑quality insights to senior management.

• Supporting the execution of the performance management framework for KYC/Anti Financial Crime Shared Service Center, validating and analyzing operational and performance data.
• Providing operational support, ensuring documentation maintenance and accurate and reliable tracking of data.

Key Responsibilities

• Support SLA compliance monitoring, identifying deviations and proposing corrective actions.
• Provide actionable insights to improve processes and subsequently implement initiatives with a continuous improvement approach.
• Coordinate local teams across Shared Service locations for data collection, input and validation.
• Support the preparation of performance review meetings and periodic KPI reports.
• Provide analytical support for benchmarking and productivity tracking.
• Support managing outsourcing performance and ensure compliance with defined SLAs and KPIs.
• Contribute to the development and maintenance of the performance governance model.
• Support continuous improvement projects, contributing to data analysis and monitoring of implemented actions.
• Monitor SLA adherence, identify anomalies and escalations to management.
• Support the organization and preparation of dashboards and performance reports (KPIs, SLAs, cost, productivity) for periodic reviews and governance meetings.
• Support in the activation of selected standardization initiatives.
• Facilitate knowledge sharing and adoption of best practices.
• Assist in the consolidation and formatting of periodic dashboards and KPI packs.

Requirements

Technical capabilities

• Solid understanding of shared service operations and performance governance models.
• Analytical accuracy, strong attention to detail and ability to synthesize large data sets.
• Good knowledge of KPI and SLA frameworks and performance reporting principles.
• Proficiency in data analysis and visualization tools (e.g., Power BI, Tableau, Excel) and in MS Office suite.

Strategic capabilities

• Problem‑solving mindset and capacity to identify trends and improvement areas.
• Strong attention to detail and operational task ownership.
• Collaboration and communication skills to interact with SSC peers and management.
• Curiosity and proactive attitude to support process standardization and efficiency gains.

Ideal background

• Bachelor’s degree in Economics, Statistics, Business Administration or related field.
• 4–6 years experience in transformation projects in operational environments, or in performance management and reporting roles. Previous experience in PMO roles highly valued.
• Professional proficiency in written and spoken English.

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 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. Based in Italy it has 6 branches across Europe and employs about 1,200 people.

Seniority level

Associate

Employment type

Full‑time

Job function

Information Technology

Industries

Insurance

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