ABS Shared Operations Technology Leader

Aon sp. z o.o. ABS Shared Operations Technology Leader Are you ready to step into a global leadership role at the intersection of technology, operations, and innovation? Do you thrive in stabilising complex environments while shaping the future of contact centre technology? ABS Shared Operations Technology Leader is a global role with a primary footprint across EMEA and North America, offered as part of Aon’s Centre in Krakow in a hybrid working model. 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 engaged team and we are passionate about helping our colleagues and clients succeed. What the day will look like Business Partnering with Region and Client Ownership of relationships with the Aon Business Services Shared Operations Leadership across the globe to partner on functional strategies and where technology can enable improved client experience Ownership of relationships with business leaders whose functions are reliant on the contact centre to understand the business growth strategies and where technology can enable. Being "business and culturally aware" to appreciate how Aon conducts business, learn client requirements and deliver with business impactful outcomes in a structured fashion Leading Change the Business activities related to Contact Center for regions Ownership of driving initiatives inception to project implementation in Contact Centres. Leading business and client engagement requirements workshops, developing trusted relationships for more general Shared Operations technology needs. Includes identifying capability opportunities for Aon strategy and business requirements and prioritization based on client impact Full project-lifecycle delivery ownership for projects, monitoring engagement into broader technology teams Ensure governance concerning tracking successful progress and completion of all parties Partnering with the business to ensure successful business implementation Intervening and escalating appropriate risks / issues and reporting health Providing expertise in execution methodology and creative solutions where mitigating needs surface - engaging appropriate technology peers Driving the Run the Business processes related to the Contact Centre for their Region Ownership of delivery and reporting SLAs and metrics as expected by client Embed standards relating to Change, Incident Management and Problem Management. Ensure that ownership, responsibilities, and expectations are clear and delivered for all engaged parties or vendors for a process before, during and after implementation Manage vendor proposals for ongoing operational improvements and overseeing an evergreen process for service roadmap with Portfolio leader Tactical projects designed to enhance / improve platform efficiencies Key point of contact for operational maintenance and issues Owning Global Contact Centre strategy, supporting Global Shared Operations Technology Demand Global partnership with the other leads to drive technology innovation and standards within the client’s eco-system Expand breadth and depth of Aon business and technology to learn and apply new features or efficiencies as appropriate and capture evolution for client growth and optimization How this opportunity is different This is a genuinely global leadership role with visibility across regions, senior stakeholders, and enterprise‑scale platforms. What makes it stand out: A rare opportunity to shape shared operations technology at scale, rather than inheriting a fully defined function. Exposure to significant cloud and platform transformation, including AWS and enterprise contact centre solutions. A strong mandate to innovate, particularly in the use of AI within operational and contact centre environments. Skills and experience that will lead to success Significant senior-level experience in technology leadership roles, ideally within shared services, operations, or contact centre environments. Proven ability to build strong relationships, create alignment between technical and non-technical stakeholders, and enable effective management collaboration. Experience in portfolio governance, technology roadmap planning, and balancing “run” and “change” priorities. High level of English proficiency, suitable for operating in a global leadership role (written and spoken). Comfort working with data, financials, and operational information (e.g. Excel and similar tools) to support decision-making. Experience working in a global, multi-regional environment, collaborating across cultures and time zones. Nice to have: A solid understanding of contact centre technologies (e.g. NICE or similar platforms), with hands-on exposure of several years, either from a technology or operations leadership perspective. Please attach CV in English only. #technologyandsecurity #LI-MK1 #LI-HYBRID 2576921 Aon sp. z o.o. ABS Shared Operations Technology Leader Are you ready to step into a global leadership role at the intersection of technology, operations, and innovation? Do you thrive in stabilising complex environments while shaping the future of contact centre technology? ABS Shared Operations Technology Leader is a global role with a primary footprint across EMEA and North America, offered as part of Aon’s Centre in Krakow in a hybrid working model. 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 engaged team and we are passionate about helping our colleagues and clients succeed. What the day will look like Business Partnering with Region and Client Ownership of relationships with the Aon Business Services Shared Operations Leadership across the globe to partner on functional strategies and where technology can enable improved client experience Ownership of relationships with business leaders whose functions are reliant on the contact centre to understand the business growth strategies and where technology can enable. Being "business and culturally aware" to appreciate how Aon conducts business, learn client requirements and deliver with business impactful outcomes in a structured fashion Leading Change the Business activities related to Contact Center for regions Ownership of driving initiatives inception to project implementation in Contact Centres. Leading business and client engagement requirements workshops, developing trusted relationships for more general Shared Operations technology needs. Includes identifying capability opportunities for Aon strategy and business requirements and prioritization based on client impact Full project-lifecycle delivery ownership for projects, monitoring engagement into broader technology teams Ensure governance concerning tracking successful progress and completion of all parties Partnering with the business to ensure successful business implementation Intervening and escalating appropriate risks / issues and reporting health Providing expertise in execution methodology and creative solutions where mitigating needs surface - engaging appropriate technology peers Driving the Run the Business processes related to the Contact Centre for their Region Ownership of delivery and reporting SLAs and metrics as expected by client Embed standards relating to Change, Incident Management and Problem Management. Ensure that ownership, responsibilities, and expectations are clear and delivered for all engaged parties or vendors for a process before, during and after implementation Manage vendor proposals for ongoing operational improvements and overseeing an evergreen process for service roadmap with Portfolio leader Tactical projects designed to enhance / improve platform efficiencies Key point of contact for operational maintenance and issues Owning Global Contact Centre strategy, supporting Global Shared Operations Technology Demand Global partnership with the other leads to drive technology innovation and standards within the client’s eco-system Expand breadth and depth of Aon business and technology to learn and apply new features or efficiencies as appropriate and capture evolution for client growth and optimization How this opportunity is different This is a genuinely global leadership role with visibility across regions, senior stakeholders, and enterprise‑scale platforms. What makes it stand out: A rare opportunity to shape shared operations technology at scale, rather than inheriting a fully defined function. Exposure to significant cloud and platform transformation, including AWS and enterprise contact centre solutions. A strong mandate to innovate, particularly in the use of AI within operational and contact centre environments. Skills and experience that will lead to success Significant senior-level experience in technology leadership roles, ideally within shared services, operations, or contact centre environments. Proven ability to build strong relationships, create alignment between technical and non-technical stakeholders, and enable effective management collaboration. Experience in portfolio governance, technology roadmap planning, and balancing “run” and “change” priorities. High level of English proficiency, suitable for operating in a global leadership role (written and spoken). Comfort working with data, financials, and operational information (e.g. Excel and similar tools) to support decision-making. Experience working in a global, multi-regional environment, collaborating across cultures and time zones. Nice to have: A solid understanding of contact centre technologies (e.g. NICE or similar platforms), with hands-on exposure of several years, either from a technology or operations leadership perspective. Please attach CV in English only. #technologyandsecurity #LI-MK1 #LI-HYBRID