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 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
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