- Location
- IAG GBS Krakow, Poland
- Type
- Full-time
- Department
- Management
- Seniority
- Lead
- Closing date
- Today
- Source
- Workday
Description
IAG GBS (Global Business Services) a part of International Airlines Group (IAG).
IAG is one of the world’s largest airline groups with 600+ aircraft carrying more than 122 million customers to 260 destinations across 91 countries each year.
IAG brings together leading airline brands Aer Lingus, British Airways, Iberia, Level, Vueling. These are supported by IAG Loyalty that spans all its airlines and beyond, offering the global currency Avios and including BA Holidays, and IAG Cargo which delivers vital goods and produce around the world. These businesses are complementary to its core airline businesses.
As the first airline group globally to commit to net zero by 2050, sustainability is a core part of IAG’s strategy.
IAG GBS drives efficiency and simplicity in providing centralised solutions in Finance Operations, Financial Planning and Analysis, Tax, Treasury, Audit and Airline services across IAG.
We are headquartered in Kraków.
Purpose of the role
The Service Management Lead acts as the single point of contact for BPO performance management and governance, connecting business stakeholders, BPOs, and senior management. This role drives service excellence by overseeing processes, identifying opportunities for improvement, and ensuring stakeholder needs are met. Focused on delivering consistent, high-quality service, the position supports strong collaboration and alignment across Finance Services and Business Operations.
Responsibilities
Support service relationships with designated BPOs, OpCos, and Business Operations.
Lead BPO performance management and governance.
Proactively communicate with stakeholders, organize and lead regular service reviews and conference calls.
Conduct satisfaction surveys, present results, and facilitate improvement plans.
Provide comprehensive service performance metrics to stakeholders.
Identify areas for improvement and contribute to projects and initiatives related to performance management, stakeholder satisfaction, and governance.
Maintain up-to-date administrative documentation as per GBS policies and coordinate contract documentation
Ensure data quality in key systems, develop and document processes, and support ongoing maintenance and data integrity.
Drive efficiency through process re-definition and recommend new process structures.
Initiate, plan, and direct major and innovative projects; participate in cross-functional and strategic, organization-wide projects.
Resolve data-collecting issues and create or rebuild data structures as needed.
Identify and address areas of poor or inadequate performance, escalate appropriately, and recommend remedial actions.
Flexibility to address and take ownership of new requests as per business requirements
Required Skills, Qualifications & Experience:
Qualifications:
MS degree in Finance, Economics, Legal, or related fields
Skills:
Strong business, procurement, and financial acumen
Strong negotiation and influencing skills
Excellent stakeholder management, communication, and interpersonal skills
Excellent business analytical skills and commercial awareness
Ability to handle difficult situations and escalations
Ability to prioritize and maintain focus in ambiguity and change
Commitment to a service-led culture and process improvement
Excellent written and spoken English
Advanced MS Excel skills; proficiency in MS Word and PowerPoint
Knowledge of Canva or other creative tools is a plus
Experience:
Finance process knowledge, preferably in an international company
Experience working in environments of change
Experience monitoring and reporting performance management indicators
Good understanding of corporate compliance & controls standards
Experience in Service and Supplier Management (a plus)
Working proficiency in data processing, validation, and reporting tools (e.g., SQL, Power BI, Tableau)
What we offer:
The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry.
The opportunity to work in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension and performance bonuses.
We are an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
