Performance and Service Senior Professional

Performance and Service Senior 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 senior 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 senior professional plays a key role in the Service Level monitoring and in driving process improvement for Anti-Financial Crime and Anti-Money Laundering service:

• Ensuring ownership and oversight of timely reporting cycles and delivering high-quality insights to senior management;
• Leading and supporting the execution of the performance management framework for KYC/Anti Financial Crime Shared Service Center, overseeing the validation and the analysis of operational and performance data;
• Providing end-to-end operational support, ensuring robust documentation governance and accurate and reliable tracking of data

Key Responsibilities:

• Own and oversee SLA compliance identifying deviations and proposing and driving corrective actions
• Provide actionable, management-ready insights to improve processes and subsequently lead the implementation of the initiatives, with a continuous improvement approach
• Coordinate local teams across Shared Service locations for data collection, input and validation
• Own the preparation of performance review meetings and periodic KPI reports
• Provide analytical support for benchmarking and productivity tracking, ensuring data reliability and comparability

Main activities

For selected geographies in the scope of the Shared Service:

• Manage outsourcing performance and ensure compliance with defined SLAs and KPIs
• Actively contribute to the development and maintenance of the performance governance model
• Lead and support continuous improvement projects, ensuring robust data analysis and effective monitoring of implemented actions
• Oversee SLA adherence, identify anomalies and escalate deviations to the management
• Own the organization and preparation of dashboards and performance reports (KPIs, SLAs, cost, productivity) for periodic reviews and governance meetings

Across geographies for the full scope of the shared service:

• Drive the activation of selected standardization initiatives
• Facilitate and promote knowledge sharing and adoption of best practices
• Oversee and ensure quality in the consolidation and formatting of periodic dashboards and KPI packs

Requirements

Technical capabilities

• Solid and proven understanding of shared service operations and performance governance models
• High analytical accuracy, strong attention to detail and ability to synthesize large data sets into management ready outputs
• In-depth knowledge of KPI and SLA frameworks and performance reporting principles
• Advanced proficiency in data analysis and visualization tools (e.g. Power BI, Tableau, Excel) and in MS Office suite

Strategic capabilities

• Strong problem-solving mindset and capacity to identify trends and improvement areas
• Strong attention to detail and operational task ownership
• High level of collaboration and communication skills to interact with SSC peers and management
• Curiosity and proactive attitude to drive process standardization and efficiency gains

Ideal background

• Bachelor’s degree in Economics, Statistics, Business Administration or related field
• Extensive experience (10-15 years) 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. 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: Associate

Employment type: Full-time

Job function: Information Technology

Industries: Insurance

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