Performance And Service Senior Professional

Questa posizione è in Generali Italia

Il processo di selezione sarà interamente gestito Generali Italia.

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 escalation 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

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