Platform Manager - Lisboa

🆕 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.

✔️ Your profile

• 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.
• Hybrid working model.
• 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.