Service Design & Operations Transformation Lead

Your new company 

Your new role 

• Take a hands‑on role in reviewing and redesigning key operational processes, including system configurations, corporate actions, manual bookings, payments, security transfers, and control centre activities
• Simplify complex workflows, reduce friction, and design processes that can scale as the business grows
• Document current‑state and future‑state workflows and define meaningful success metrics
• Identify opportunities where automation and AI can improve outcomes, reduce manual work, minimise errors, and shorten turnaround times
• Move operations away from temporary workarounds toward sustainable, technology‑enabled solutions
• Design and run quality‑assurance initiatives that assess performance, identify skills or process gaps, and translate insights into practical improvements
• Help embed quality standards, benchmarks, and regular review rhythms that support consistent delivery
• Lead transformation efforts across teams and functions, driving adoption of new ways of working through influence rather than hierarchy
• Challenge assumptions, support teams through change, and communicate progress, insights, and recommendations to senior leadership

What you'll need to succeed 

• Min. 5 years of experience as a Program Manager, Service Design Lead, Operations Transformation Lead, Operations Excellence Lead, Continuous Improvement/Automation Lead, Data‑Driven Operations Transformation Lead, or in a related role
• Solid experience in operations, process improvement, or service design within financial services, fin tech, investment banking or a brokerage environment
• Hands‑on understanding of operational areas such as settlements, transfers, or corporate actions
• Proven track record of leading or significantly contributing to transformation or improvement initiatives
• Ability to take ownership from problem definition through delivery, working both strategically and operationally
• Analytical and structured approach, with strong comfort working with data
• Practical problem‑solver who focuses on solutions that work in real operational environments
• Clear and effective communicator able to influence diverse stakeholders
• Confident working independently and taking initiative
• Curious, improvement‑driven, and willing to challenge established ways of working
• Motivated by creating long‑lasting processes, standards, and ways of working that endure over time

What you'll get in return 

• Fully remote work (from Poland or other countries; EU citizenship required)
• Service agreement (B2B)
• Full‑time engagement
• High level of autonomy and ownership
• Opportunity to help shape operational excellence in a growing brokerage business
• Possibility to build a transformation and quality capability from the ground up
• Work closely with senior leadership, with real ownership and the opportunity to grow into a long‑term role focused on operational development and continuous improvement

What you need to do now 

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.