Operations Performance Sustainability Lead

AON; Kraków; On-site; PLN 60,000 - 80,000; Full time

Job summary

AON in Kraków is seeking an operations leader to enhance the effectiveness of team managers by establishing clear operational standards and performance metrics. This role requires strong collaboration and communication skills to mentor teams, support data-driven decision-making, and drive continuous improvement.

The ideal candidate will have experience in service delivery and a continuous improvement mindset, focusing on operational excellence and effective communication in English.

Qualifications

• Experience in operations, service delivery, operational excellence, process improvement or performance management environments.
• Very good English skills for effective communication.
• Confidence working with data and dashboards.

Responsibilities

• Build clear operating rhythms for team managers.
• Support consistent service delivery through SLAs and governance frameworks.
• Identify trends, risks and opportunities across productivity and quality.

Skills

Operations management

Service delivery

Process improvement

Data analysis

English proficiency

Job description

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

In this role, you will help build strong, repeatable operational practices that enable teams to perform at their best. You will partner closely with team managers, senior leaders alongside the Process Excellence team to turn insight into action and action into balanced results.

On a typical day, you will:

• Build and embed clear operating rhythms for team managers, including performance reviews, risk management and handling critical issues
• Support consistent service delivery through the use of SLAs, controls and governance frameworks
• Build and standardize performance dashboards that translate data into clear, actionable insights
• Identify trends, risks and opportunities across productivity, quality, capacity and colleague engagement
• Enable continuous improvement initiatives, coordinating with management and the Process Excellence unit to simplify work and remove inefficiencies
• Help ensure improvements are sustained through documentation, controls and capability transfer
• Mentor and support team managers in operational guidelines, problem-solving and data-driven decision-making
• Act as a second‑line perspective, reinforcing consistency and operational maturity across teams
• Share clear performance insights with senior leadership, supporting informed decision‑making
• Support alignment between demand, workforce capacity and delivery outcomes

How this opportunity is different

This role focuses on how operations are run, not just what is delivered. Rather than managing day‑to‑day execution directly, you will shape the environment that helps managers succeed — with clearer standards, better insights and stronger confidence in decision‑making.

You will collaborate closely with operational leaders, team managers and members of the Process Excellence group, while having visibility and impact at senior leadership level. Your work will help reduce volatility, build consistency and strengthen long‑term operational capability across teams.

Skills and experience that will lead to success

• Experience in operations, service delivery, operational excellence, process improvement or performance management environments
• Very good English skills, enabling effective communication with international collaborators and senior leaders
• Confidence working with data, dashboards and insights to influence decisions and outcomes
• Strong collaboration and coaching skills, with the ability to challenge constructively
• A continuous improvement approach, with experience embedding balanced change