Manager of Performance management and Steering CEE & Germany

We are looking for a senior leader who will own and shape the end-to-end Operations Performance ecosystem across CEE and Germany. This role combines strategy, data, and real-time operational steering to ensure scalable, stable, and cost-efficient operations. You will act as a key partner to the COO, driving performance visibility and data-driven decision-making across the organization. What you’ll be doing: Performance Strategy & Governance Define and implement the overall performance framework Set KPI architecture, targets, and standards Lead performance reviews with senior leadership Workforce Management Own forecasting and capacity planning Design workforce models (shifts, flexibility, contingencies) Balance service levels with cost efficiency Real-Time Operations Steering Oversee real-time operations and SLA performance Manage escalations during operational disruptions Establish structured daily and intraday control routines Operational Control Tower (Hypervision) Build and lead centralized operational monitoring Implement real-time dashboards and alerting Drive root cause analysis and preventive actions Reporting & Analytics Own operational reporting end-to-end Deliver actionable insights to senior leadership Ensure data transparency and consistency Continuous Improvement Identify performance gaps and inefficiencies Drive productivity and cost-efficiency initiatives Support automation and process optimization Leadership & Stakeholder Management Lead and develop a high-performing team Collaborate across Operations, HR, Finance, and Tech Act as escalation point for critical performance topics What you’ll bring: Experience in Operations Performance, Workforce Management, or Operational Excellence At least 3 years of leadership experience with the ability to lead and develop teams Strong expertise in KPI frameworks and performance governance Background in operations-driven or high-volume environments Strong analytical and problem-solving skills Ability to drive change in a matrix organization Fluent English (C1); Czech or Polish is an advantage Advanced Excel / PowerPoint and experience with BI tools What we offer: At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: Annual bonuses 25 days of vacation Meal vouchers worth 150 CZK from day one Home office 2 days per week including full equipment (laptop, monitor, docking station, etc.) Smart working allowance (750 CZK/month) MultiSport or Pluxee Flexi Pass (500 CZK/month contribution) Telemedicine – 24/7 online medical support for you and up to five family members Pension contribution (6,000 CZK/month) Fully covered life insurance Free European travel insurance, including coverage for extreme sports and roadside assistance Development programs and courses, including access to LinkedIn Learning A friendly team of colleagues Office refreshments Easily accessible modern offices To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - [email protected] Who we are: We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)