Chief Operating Officer (COO) Central & Eastern Europe Region

Job Description

Role Purpose

The COO is responsible for leading the Operations function across the region, translating strategy into execution, and driving continuous improvements in efficiency, quality, and customer experience.

Key Responsibilities

• Operations Leadership: Lead and steer the regional Operations function, define clear objectives and KPIs, and monitor performance across productivity, quality, and customer service.
• Operational Excellence: Simplify, standardize, and optimize processes using Lean and continuous improvement methodologies to enhance scalability and efficiency.
• Transformation & Program Management: Manage complex, large-scale transformation programs (e.g., digitalization, harmonization, automation), ensuring delivery on time, within budget, and at agreed quality levels.
• PMO & Governance: Oversee regional PMO, implement project governance standards, and ensure robust change and risk management practices.
• Digital, Automation & AI: Identify, prioritize, and lead the implementation of automation and AI solutions to improve efficiency, reduce manual work, and deliver measurable business impact, in close collaboration with IT/BT.
• Business Information Production: Support the standardization and continuous optimization of information production processes within the region, driving simplification and improved efficiency across internal operations (matrix responsibility)
• Customer Experience: Improve service quality and NPS by strengthening customer service capabilities, leveraging feedback, and driving continuous improvements.
• Shared Services: Develop and scale the Shared Services model, centralize processes, and manage SLAs and KPIs with business stakeholders.
• Global & Cross-Functional Collaboration: Align with Group Operations, implement global standards, and collaborate with regional and international stakeholders.
• Compliance & Quality: Ensure adherence to internal policies and external regulations while maintaining high standards of quality and governance.
• Budget Management: Own the Operations budget, including regional transformation and digital initiatives.

Qualifications

Candidate Profile

• 10+ years of leadership experience in operations and/or transformation roles, ideally within financial services or similar sectors.
• Strong track record in delivering large-scale transformation programs and managing project portfolios.
• Proven expertise in Operational Excellence, Lean, Six Sigma, and Business Process Management.
• Experience in international matrix organizations. Industry background in Banking, Insurance, or Private Equity is preferred
• Strong data-driven mindset and ability to leverage technology to drive business outcomes.