Claims Process Leader with German

Aon plc; Kraków; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Aon plc in Kraków seeks a Commercial Risk Claims Process Leader fluent in German to lead a Claims Analysts team and drive continuous improvement. You will coach, manage workloads, and ensure timely service delivery while maintaining strong stakeholder relationships with brokers and internal partners.

You will collaborate closely with the Team Manager to meet SLAs, communicate performance, and implement change initiatives across processes, ensuring quality and compliance in daily operations.

Qualifications

• Experience in handling similar operational role, ideally with mentoring or leading others.
• Functional knowledge of claims management processes and insurance context is advantageous.
• Proven ability to lead workload, prioritise under time pressure and balance quality with efficiency.
• Experience in monitoring performance metrics and presenting results to partners.
• High attention to detail and data-driven decision making.

Responsibilities

• Lead a team of Claims Analysts and coach for high-quality service delivery.
• Coordinate workload and secure BAU deliverables.
• Collaborate with Team Manager to meet SLAs and processes.
• Act as the primary operational contact for brokers and partners.
• Prepare and deliver service reviews and improvement plans.
• Drive standardisation of processes and documentation.
• Support onboarding and development of new joiners.
• Conduct quality checks and provide feedback to Analysts.
• Act as Team Manager back-up for business continuity.

Skills

Team leadership

Mentoring

Stakeholder management

Performance monitoring

Process improvement

Data analysis

MS Office

Excel

PowerPoint

Communication skills

Problem solving

German fluency

English proficiency

Tools

MS Office

Job description

Commercial Risk Claims Process Leader with German

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like

• Leading a team of Claims Analysts handling Commercial Risk claims, providing day-to-day guidance, coaching and support to ensure high-quality, timely service delivery.
• Coordinate operational work among team members and secure BAU deliverables.
• Collaborating closely with the Team Manager to meet all our Service Level Agreements (SLAs) and follows the agreed process.
• Acting as the primary operational contact for key stakeholders (internal and external), building and maintaining strong relationships with brokers and internal business partners.
• Owning regular communication with interested parties on service performance, including preparation and delivery of service reviews, presentations of operational results and improvement plans.
• Actively propose improvements initiatives and support implementation of changes within team processes
• Supervising workload allocation and capacity planning within the team to secure timely handling of new assignments, peaks in volumes and complex cases.
• Monitoring daily workflow and SLAs, proactively addressing bottlenecks, re-prioritising tasks and advancing issues where appropriate to ensure service continuity.
• Providing guidance on complex and escalated claims matters, ensuring alignment with procedures and quality standards.
• In coordination with Team Manager act as an escalation point on any items reported, secure proper communication and provide root cause analysis with remediation plan.
• Driving continuous improvement initiatives, including standardisation of processes, documentation updates and implementation of guidelines identified through daily operations and service reviews.
• Supporting onboarding and development of new joiners (e.g. buddying, on-the-job training, shadowing), and encouraging knowledge sharing and cross-training among colleagues.
• Conducting regular quality checks and file reviews, providing feedback and coaching to Analysts to improve accuracy, compliance and consistency.
• Act as a Team Manager back-up and secure business continuity.

How this opportunity is different

This is your opportunity to lead a high-impact claims operations team at a global firm while still working in a close-knit, collaborative environment. In the role of Commercial Risk Claims Process Lead proficient in German, you will work closely with brokers, client service teams, and senior partners across multiple regions. This gives you visibility and influence beyond a typical back-office role.

Skills and experience that will lead to success

• Experience in handling similar operational role, ideally with prior exposure to mentoring or leading others.
• Functional knowledge and understanding of the claims management process, insurance market environment and relevant legal/regulatory context will be an asset
• Proven track record to lead team workload, prioritise tasks under time pressure and balance quality with efficiency.
• Experience in monitoring performance metrics, preparing operational reports and presenting results to partners.
• High attention to detail and strong numerical skills, with the ability to analyse data, identify trends and support data-driven decision making.
• Ability to identify operational risks, propose mitigation actions and drive process improvements.
• Excellent communication and stakeholder management skills; able to adapt style to different audiences and handle challenging conversations constructively.
• Strong problem-solving attitude and resilience when dealing with critical issues and complex cases.
• Proficiency in MS Office (especially Excel and PowerPoint) for reporting, analysis and preparation of service review materials.
• Fluency in German at C1 level (or higher) and good command of English at B2+ level, both written and spoken.

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