Operations Service Delivery Manager I

Aon; Kraków; On-site; PLN 180,000 - 240,000; Full time

Job summary

Aon in Kraków is seeking a Team Manager to lead Health & Benefits Administrators, Specialists, and Team Coordinators. You will ensure service excellence, meet objectives, and support colleagues' growth.

You will foster an inclusive, high-performing culture while partnering with stakeholders and driving process improvements across the team.

Qualifications

• Minimum 1 year of experience managing a team of approximately 5–10 employees.
• Demonstrated customer service orientation and commitment to delivering high-quality client outcomes.
• Strong leadership, coaching, and people development skills.
• Excellent problem-solving and decision-making capabilities.
• Strong analytical skills with the ability to use metrics and performance data to drive decisions and improvements.

Responsibilities

• Lead day-to-day operations and ensure delivery against service levels and quality standards.
• Set clear priorities, allocate work, and clarify expectations for the team.
• Monitor service quality, identify risks, and remove barriers to performance.
• Build partnerships with local and onshore stakeholders for timely outcomes.
• Document processes and promote knowledge sharing and training.
• Analyze metrics to identify trends, capacity issues, and improvements.
• Drive continuous improvement and operational excellence.
• Lead projects, change initiatives, and transitions affecting the team.
• Support adoption of new processes and ways of working.
• Promote flexibility to meet evolving business needs.
• Recruit, onboard, coach, and develop team members.
• Set SMART objectives and provide feedback, coaching, and recognition.
• Manage performance, attendance, development, and succession.

Skills

Team management

Leadership

Customer service

Problem solving

Communication

Time management

Analytics

Change management

Project management

Delegation

Financial principles

Collaboration

English proficiency

Tools

Excel

Job description

About The Team

Our Health & Benefits team supports clients across the UK market by delivering high-quality administration and operational services. As we continue to grow, we are looking for a people-focused leader who can drive operational excellence, develop talent, and foster a collaborative, high-performing culture.

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, diverse team, and we are passionate about helping our colleagues and clients succeed.

What The Day Will Look Like

As a Team Manager, you will lead and inspire a team of Health & Benefits Administrators, Specialists, and Team Coordinators. You will be responsible for ensuring excellent service delivery, achieving operational objectives, and supporting colleagues in their professional development.

Key Responsibilities Include

• Leading day-to-day operations and ensuring delivery against agreed service levels, quality standards, and operational procedures.
• Setting clear priorities, effectively allocating work, and ensuring team members understand expectations and responsibilities.
• Monitoring service quality, proactively identifying risks, and removing barriers to performance.
• Building strong partnerships with local and onshore stakeholders to deliver timely and accurate outcomes.
• Ensuring processes are well documented and promoting effective knowledge sharing and training.
• Analyzing operational metrics and performance data to identify trends, capacity challenges, and improvement opportunities.
• Driving a culture of continuous improvement and operational excellence.
• Leading projects, change initiatives, and transitions impacting the team.
• Supporting successful adoption of new processes and ways of working.
• Promoting flexibility and adaptability to meet evolving business and client requirements.
• Recruiting, onboarding, coaching, and developing high-performing team members.
• Setting SMART objectives and providing regular feedback, coaching, and recognition.
• Managing performance, attendance, development, and succession planning in line with company policies.
• Creating an inclusive, engaged, and accountable team culture.
• Communicating business priorities effectively and acting as a role model for the team.

How This Opportunity Is Different

This role offers the opportunity to lead a well-established Health & Benefits operations team supporting the UK market while playing a key role in driving continuous improvement and operational excellence. You will have a direct impact on service delivery, employee development, and business transformation initiatives.

As part of a global organization, you will collaborate with stakeholders and contribute to strategic projects that shape the future of Health & Benefits operations. This role combines people leadership, operational management, and change leadership, providing significant opportunities for professional growth and visibility.

Skills And Experience That Will Lead To Success

• Minimum 1 year of experience managing a team of approximately 5–10 employees.
• Demonstrated customer service orientation and commitment to delivering high-quality client outcomes.
• Strong leadership, coaching, and people development skills.
• Excellent problem-solving and decision-making capabilities.
• Ability to prioritize effectively and manage multiple tasks while maintaining attention to detail.
• Strong analytical skills with the ability to use metrics and performance data to drive decisions and improvements.
• Excellent written and verbal communication skills in English (C1 level or higher).
• Ability to communicate difficult messages with professionalism and empathy.
• Strong interpersonal skills and the ability to collaborate within culturally diverse teams.
• Good organizational and time management skills.
• Ability to perform effectively in a dynamic environment and manage competing priorities.
• Knowledge of change management methodologies and continuous improvement principles.
• Understanding of project management fundamentals.
• Strong delegation and execution skills.
• Understanding of business and financial principles.
• Proficiency in Microsoft Office applications, particularly Excel.
• Good knowledge of Aon systems and tools used in operational delivery.
• Knowledge of healthcare administration processes and procedures.
• Understanding of local policies covering HR, Information Security, Health & Safety, and Business Continuity.
• Strong ethical standards and professional integrity.