Hybrid Service Delivery Lead

AON; Kraków; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

Aon Kraków is seeking a team manager to coordinate and monitor operations so the team meets our Service Level Agreements and follows the defined processes. This is a hybrid role with the flexibility to work from the Kraków office and remotely.

You will lead the team, manage resources, review performance, and drive improvements to service delivery. Strong English and Spanish skills, plus experience in project management and process improvement, are essential to succeed.

Qualifications

• 1 year experience leading teams of people in service delivery
• Fluent English and Spanish – you need to be C1 on the CEFR scale
• Proven excellence in delivering high quality services to clients
• Proven ability to deliver results under pressure by delegating and managing time effectively
• Experience in managing projects and process improvement

Responsibilities

• Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, client requirements and priorities
• Measure the level of internal and/or external client satisfaction, taking corrective action where necessary
• Produce, analyze and share metrics and reports that describe the productivity and quality of the team's work
• Develops and leads team resources by creating resource plans, ensuring headcount matches plans throughout the year and develops plans for future business need.
• Accountable for overall team quality control, management of risks and issues, audit and governance. Ensures accurate processes and procedures are followed by colleagues
• Analyze data on the output of the team's work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity.
• Engage the team in identifying processes, tools and documentation that can be improved, and encourage team members to suggest and implement ways to enhance service delivery
• Owns and drives performance management activities in the team by setting goals and delegating work to colleagues: holding them accountable for the delivery to agreed deadlines
• Leads the team by providing direction and linking colleague goals and expectations to those of the company, represents the company by helping colleagues understand their impact
• Manages the recruitment process for the team ensuring colleagues with the relevant skills are recruited to the team
• Set performance goals for colleagues based on the SMART model, and make sure that they are recorded
• Hold monthly 121s with your colleagues to review performance, discuss issues, share feedback, discuss progress towards goals, plan upcoming actions and appreciate colleague’s efforts

Skills

Team leadership

English (C1)

Spanish (C1)

Delivery under pressure

Project management

Process improvement

Time management

Job description

Aon Kraków is seeking a team manager to coordinate and monitor operations so the team meets our Service Level Agreements and follows the defined processes. This is a hybrid role with the flexibility to work from the Kraków office and remotely.

You will lead the team, manage resources, review performance, and drive improvements to service delivery. Strong English and Spanish skills, plus experience in project management and process improvement, are essential to succeed.