Middle Office Operations Transformation Lead

Aon plc; Kraków; Hybrid; PLN 260,000 - 380,000; Full time

Job summary

Aon plc in Kraków is seeking a Senior Operations Manager to lead a new Middle Office transformation team. You will design the operating model, align cross-border teams, and drive improvements in governance, efficiency and client service.

You will apply automation, AI, analytics and digital tools to create scalable, measurable outcomes while partnering with senior leaders to challenge the status quo and deliver lasting change.

Qualifications

• Proven leadership experience in operations or transformation.
• Strong track record delivering process redesign and service improvement.
• Comfort with technology and hands-on automation/AI and analytics.

Responsibilities

• Establish the Middle Office operating model, priorities, culture and transformation roadmap.
• Build and lead a high-performing cross-border team, encouraging innovation and continuous improvement.
• Partner with senior leaders to identify work that can be simplified, centralized, automated or redesigned.
• Understand root causes and design scalable future-state processes and operating models.
• Apply automation, AI, analytics, and digital tools to realise tangible business benefits.
• Lead implementation and embed balanced process and behavioral change.

Skills

Leadership

Operations transformation

Cross-border teams

Automation

AI

Governance

Data-driven

Job description

Senior Operations Manager - Middle Office Transformation Lead

Are you an experienced operations and transformation leader who is comfortable with technology, influencing senior collaborators and crafting practical solutions to complex business challenges?

We are crafting a small, high-impact Middle Office team of fewer than ten colleagues across Ireland and Krakow. A key strategic priority within Aon's Human Capital business, the team will transform operational delivery across Wealth, Health and Talent.

Reporting to the Head of Operations, you will develop the function from scratch—designing its operating model, managing a cross-border team, and driving clear improvements in efficiency, consistency, governance, and client service. Your efforts will free up capacity for client-facing colleagues to concentrate on the work clients value most.

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

Middle Office is a new, strategically important team composed to simplify and standardize processes. It centralizes relevant activities and uses technology, automation, data, and AI for better efficiency, consistency, and control. It unites:

• Digitalisation Team – developing scalable solutions using tools such as Power Apps, dashboards and AI (including Copilot)
• Client Services Team – providing operational and governance assistance to consulting teams

As Lead, you will coordinate these teams to optimize processes, boost delivery and promote efficiency, innovation and consistency within the function. Here’s what you will build and deliver:

• • Establish the Middle Office operating model, priorities, culture and transformation roadmap.
  • Build and lead a high-performing cross-border team, encouraging innovation, accountability and continuous improvement.
  • Partner with senior leaders to identify work that can be simplified, centralized, automated or redesigned.
  • Understand root causes and build scalable future-state processes, services and operating models.
  • Apply automation, AI, analytics, and digital tools when they provide authentic, quantifiable business benefits.
  • Develop compelling arguments, secure collaborator dedication, and constructively challenge existing ways of working.
  • Lead implementation and embed balanced process and behavioral change.

How this opportunity is different

• Build, not inherit: compose a newly established team, its identity, operating model and strategic direction.
• Small team, significant mandate: work with strong senior sponsorship and a broad, visible remit.
• End-to-end ownership: move from opportunity and solution building through implementation and measurable outcomes.
• Technology with purpose: apply operations, data, automation, and AI to real business challenges!

Skills and experience that will lead to success

• Proven leadership experience in operations, business transformation, shared services, professional services or a similar environment.
• A strong record of crafting and implementing operational solutions, process redesign and service improvement from concept through delivery.
• Confidence and credibility with technology, including hands-on experience with automation, AI, analytics, and digital tools.
• Excellent collaborator management and influencing skills, with the confidence to challenge constructively and build support for change.
• Experience leading multi-disciplinary teams; cross-border experience is desirable.
• Strong governance, operational excellence and commercial capability, with a data-driven, outcomes-focused approach and a passion for developing people.

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