Commercial Risk Claims Services Senior Delivery Operations Manager - Senior Claims Operation Manager The purpose of the role is to provide local operational management and support for the CR Claims teams based in Krakow, providing claims support to Aon geographies. This includes the responsibility to organize the colleagues within a BU structure in common with other service delivery teams in the Krakow centre. Seasoned, experienced professional who possess a full understanding of Claims as well as an understanding of business strategies to translate direction into tactical plans. Resolves a wide range of issues in effective ways and brings in creativity when required. Works on or leads projects, building expertise and relationships with key business partners to deliver results for Aon and clients. 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, complementary team, and we are passionate about helping our colleagues and clients succeed. What the day will look like Direct line manager to claims professionals. + Responsible for Team and performance management + Coaching and mentoring team activities + Provide reporting to claims and broking leaders + Files review + Participating actively in problem solving + Participating in change or improvement projects as required + Identifying areas of the risk in daily operations. Advancing any issues appropriately to the Team Manager + Communicates directly with business stakeholders How this opportunity is different The role covers three key areas: Service Delivery: + Organize and supervise claims operations so that the team meets agreed Service Level Agreements (SLAs), critical metrics and follows the agreed process. + Ensuring that there is an efficient process for allocating tasks or cases and for handling fluctuations in volumes. + Provide support for team members in communicating issues and ensuring timely resolution. Change & Transition Management: + Tracking and improving the work of the team to minimize errors and maximize efficiency. + Co-ordinating projects to enhance service delivery, update processes, and transition work in the team. Using change techniques to ensure that change is managed smoothly. People Management: + Actively managing the team through delegating tasks, setting responsibilities, clearly articulating goals, managing performance, planning development and succession, demonstrating leadership, giving feedback, coaching and managing time and attendance. Skills and experience that will lead to success + Ability to set up and deliver the claim's strategy by holding team accountable to coaching feedback and recognition expectations + Commercial competence to ensure work is delivered in a professional manner + Project management + Ability to share expertise and to collaborate with other team members to meet client needs Work Experience + Experience of organizing & managing service delivery teams at Operations Manager or Senior Team manager level (minimum five years) + Client service mastery with ability to interact effectively with business stakeholders + Ability to communicate, motivate and provide feedback to Team Members on an ongoing basis + Financial acumen to review financial performance, support budget setting and CBA processes + Excellent written and verbal communications skills in English + Ability to speak other languages preferred (including Spanish, French, German & Dutch) + English level – C1 + Ability to lead meetings and conference calls with local teams and international stakeholders + Ability to handle work to deadlines + Ability to analyze processes and identify improvements + Good knowledge & experience working with Claims processes How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to handle your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform crucial job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com #LI-KW3 2550192 Commercial Risk Claims Services Senior Delivery Operations Manager - Senior Claims Operation Manager The purpose of the role is to provide local operational management and support for the CR Claims teams based in Krakow, providing claims support to Aon geographies. This includes the responsibility to organize the colleagues within a BU structure in common with other service delivery teams in the Krakow centre. Seasoned, experienced professional who possess a full understanding of Claims as well as an understanding of business strategies to translate direction into tactical plans. Resolves a wide range of issues in effective ways and brings in creativity when required. Works on or leads projects, building expertise and relationships with key business partners to deliver results for Aon and clients. 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, complementary team, and we are passionate about helping our colleagues and clients succeed. What the day will look like Direct line manager to claims professionals. + Responsible for Team and performance management + Coaching and mentoring team activities + Provide reporting to claims and broking leaders + Files review + Participating actively in problem solving + Participating in change or improvement projects as required + Identifying areas of the risk in daily operations. Advancing any issues appropriately to the Team Manager + Communicates directly with business stakeholders How this opportunity is different The role covers three key areas: Service Delivery: + Organize and supervise claims operations so that the team meets agreed Service Level Agreements (SLAs), critical metrics and follows the agreed process. + Ensuring that there is an efficient process for allocating tasks or cases and for handling fluctuations in volumes. + Provide support for team members in communicating issues and ensuring timely resolution. Change & Transition Management: + Tracking and improving the work of the team to minimize errors and maximize efficiency. + Co-ordinating projects to enhance service delivery, update processes, and transition work in the team. Using change techniques to ensure that change is managed smoothly. People Management: + Actively managing the team through delegating tasks, setting responsibilities, clearly articulating goals, managing performance, planning development and succession, demonstrating leadership, giving feedback, coaching and managing time and attendance. Skills and experience that will lead to success + Ability to set up and deliver the claim's strategy by holding team accountable to coaching feedback and recognition expectations + Commercial competence to ensure work is delivered in a professional manner + Project management + Ability to share expertise and to collaborate with other team members to meet client needs Work Experience + Experience of organizing & managing service delivery teams at Operations Manager or Senior Team manager level (minimum five years) + Client service mastery with ability to interact effectively with business stakeholders + Ability to communicate, motivate and provide feedback to Team Members on an ongoing basis + Financial acumen to review financial performance, support budget setting and CBA processes + Excellent written and verbal communications skills in English + Ability to speak other languages preferred (including Spanish, French, German & Dutch) + English level – C1 + Ability to lead meetings and conference calls with local teams and international stakeholders + Ability to handle work to deadlines + Ability to analyze processes and identify improvements + Good knowledge & experience working with Claims processes How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to handle your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform crucial job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com #LI-KW3