Operations Team Leader
Hybrid · Krakow, Łódź Voivodeship, Republic of Poland
Job Summary
Operations Team Leader responsible for leading and developing a high-calibre support operations team, overseeing onboarding and training programs, driving performance against SLAs and KPIs, partnering with senior stakeholders to manage demand and service quality, implementing best-practice processes for efficiency and continuous improvement, and ensuring governance and risk management across the function. The role emphasizes leadership of cross-office teams, operational reporting and analytics, workforce planning, and delivering strategic initiatives within a financial services context.
Required Qualifications
- Proven experience leading and developing operational or administrative teams within a corporate services or financial services environment
- Working knowledge of ViewPoint would be highly advantageous, but not essential
- Strong track record of delivering against SLAs, KPIs, and client expectations
- Experience building and implementing processes, with a focus on continuous improvement and efficiency
- Skilled in stakeholder management, with the ability to engage senior leaders and manage demand
- Demonstrated experience in workforce planning, reporting, and performance analytics
- Experience managing risk, governance and operational compliance frameworks
- Confident people manager with experience across hiring, onboarding and team development
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