Overview
The Generali Operations Service Platform (GOSP) supports the Generali Group in optimizing its digital services, its service quality and the creation of synergies. GOSP uses common technology platforms for the Group. As a joint venture partner, Accenture provides expertise to support transformation, innovation and scaling. GOSP develops solutions for digitalization and the introduction of a cloud-centric model. GOSP includes IT infrastructure, procurement, and security operations, among others.
That is the job
Shape our future: You will lead the Unit “User Help Desk Germany” within our international Workplace Division.
As Unit Head (m/f/d) you will lead the German Unit of User Help Desk with people mainly located in Hamburg. This job is on temporarily base in oder to substitute a maternity leave.
1. You will lead the employees of the User Help Desk (UHD) and promote their qualification and further development
2. You will be responsible for the provision of services within the UHD and thus essentially for the quality of workplace services for our customers
3. You will be a competent contact person for our customers in questions of service quality and the implementation of service requirements
4. You will be responsible for the development, control and evaluation of key performance indicators (DL contract, customer SLA)
5. Ensuring user satisfaction with IT support services is an essential part of your job
6. They shape the strategic orientation of UHD and further develop the sourcing strategy
7. You will manage our external service providers and the corresponding contracts
8. You will systematically develop the automation of service processes (chat/voicebot) and thus continuously increase the self-service rate
9. You will be responsible for ensuring SLA compliance with our customers as well as monitoring the service provider SLA
10. They create the framework conditions for the implementation of projects and innovation measures
11. You will be responsible for planning and controlling the budget during the year as well as compliance with performance and quantity agreements as part of cost and service allocation
Profile
12. You have a degree in computer science or a comparable field of study or many years of professional experience within a service organization
13. You have a strong service and customer orientation and enjoy dealing with customers
14. You convince with a confident appearance as well as with strong communication skills and presentation skills
15. You are solution-oriented and are characterized by a willingness to cooperate, the ability to work in a team, assertiveness and the ability to deal with conflicts
16. You are team-oriented and convince with your reliability, your independence and your high sense of responsibility
17. You have a high level of commitment and stress resistance
18. You convince with very good planning and organizational skills
19. You see yourself as an employee-oriented leader who delegates responsibility and focuses on development
20. You are fluent in written and spoken German and English (at least C1)
Benefits
Work-Life-Management
Die Arbeitswelt wird immer komplexer und die Anforderungen an unsere Kolleginnen und Kollegen steigen. Somit gewinnt das Work-Life-Management zunehmend an Bedeutung. Wir unterstützen mit modernen Arbeitsmodellen dabei, das Berufs- und Privatleben miteinander zu vereinbaren.
Entwicklung
Mit vielfältige Angeboten unterstützen wir die Aus- und Weiterbildung unserer Mitarbeitenden, als App auch mobil. Unsere Talentprogramme fördern die berufliche Weiterentwicklung unserer Kolleginnen und Kollegen und bietet für jede Zielgruppe maßgeschneiderte Möglichkeiten.
Gesundheit und Fitness
Die Gesundheit unserer Kolleginnen und Kollegen liegt uns am Herzen - we care. Daher unterstützen wir diese mit vielen verschiedenen Vorsorge-, Sport-, Versicherungs- und Therapieangeboten
Community
We are Generali. In diesem Sinne fördern wir die Möglichkeit zum Netzwerken mit Kolleginnen und Kollegen auch über direkte Arbeitsbereiche hinaus.
Gehalt
Ziel unserer Personalstrategie ist es, eine leistungsgerechte und faire Vergütung sicherzustellen. Erfolgsabhängige Bonuszahlung, betriebliche Altersvorsorge und diverse Vergünstigungen stellen attraktive Zusatzleistungen dar.
Rabatte
Egal ob mit Mitarbeiterkonditionen für Versicherungs- und Finanzprodukte oder Corporate Benefits – unsere Kolleginnen und Kollegen profitieren von einer Vielzahl an Rabattmöglichkeiten und Zuschüssen.
Personal contact
Questions? Get in touch with our Career-Team per phone:
+49 (0)221/1636 56650