Platform Manager - Lisboa

Europ Assistance; Lisboa; Híbrido; EUR 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and life insurance

Hybrid on-site/remote days

Permanent contract

35-hour work week

Descripción de la vacante

Europ Assistance, part of the Generali Group, is seeking a leader to head our Operations Platform in Lisbon. The role focuses on maintaining high performance, guiding teams, and driving continuous improvement across operations.

The position requires strong leadership, analytical skills, and fluency in Portuguese and English. Sete Rios, Lisbon, offers a hybrid work arrangement with on-site days and remote work. Permanent contract and health/life insurance are provided.

Formación

• Experience in Operations Management and/or Team Leadership.
• Fluency in Portuguese and English.
• Based in Lisbon or willing to relocate.

Responsabilidades

• Lead the Operations Platform to ensure high performance.
• Monitor SLAs and KPIs, drive continuous improvement.
• Coach and develop a team of Team Leaders.
• Drive onboarding, capability building and performance management.
• Support transformation projects (e.g., Genesys, workflow digitalization).
• Collaborate with cross-functional and international stakeholders.
• Manage critical operational situations and capacity planning.

Conocimientos

Leadership

Stakeholder management

Analytical thinking

Portuguese/English fluency

People development

Herramientas

Genesys

Descripción del empleo

Europ Assistance, part of the Generali Group and a market leader in assistance services in Portugal- focused on travel and automotive assistance- has in recent years expanded into new business lines such as medical assistance and home & family services. Supporting customers through all stages of life is our goal and the essence of our new brand signature: you live we care.

Misión:

responsible for leading our Operations Platform ensuring high performance, empowering teams, and driving continuous improvement across our operations

Key Responsabilities

• Ensure SLAs, KPIs and overall operational excellence.
• Monitor performance indicators and implement corrective action plans.
• Lead, coach and develop a team of Team Leaders, fostering a high-performance culture.
• Drive onboarding excellence, capability building and performance management.
• Support and influence transformation projects (e.g., Genesys, process redesign, workflow digitalization).
• Work closely with cross functional teams and international stakeholders.
• Manage critical operational situations and contribute to capacity planning and forecasting.
• Proven experience in Operations Management and/or Team Leadership (insurance, BPO, shared service centers or contact center environments preferred).
• Strong analytical mindset and structured, results-oriented approach.
• Excellent leadership, communication and stakeholder‑management skills.
• Fluency in Portuguese and English.
• Based in Lisbon or willing to relocate.

What can we offer you?

• Permanent contract.
• Integration into a high-performing team with stimulating and challenging work.
• 35-hour working week.
• Health and life insurance.
• Location: Sete Rios, Lisbon - on-site days combined with remote working days.

At Europ Assistance, we offer continuous opportunities for development and growth. Innovation through new services and the use of information and communication technologies is one of our strategic pillars. Social responsibility and inclusion are core commitments, with various initiatives positioning us as a socially responsible company, both internally and externally.