Job Description What You Can Expect in Your New Role You lead our operations function, drive business simplification and turn our strategy into concrete execution, monitoring the impact. ✔️ Lead & steer: Strategic execution focus and hands‑on operations leadership; establish & deliver ambitious operations‑related KPIs ✔️ Operational Excellence: Simplify, standardize, and scale processes; drive Lean & continuous improvement ✔️ Transformation & Digitalization: Run large programs & improvement projects (digitalization, harmonization, efficiencies); roll out new systems/tools with strong change management ✔️ Automation & AI: With Business Technology (BT), identify real use cases, prioritize, and scale; steer regional tech investments ✔️ Governance & Quality: Ensure compliance, quality, productivity; measure and track impact ✔️ Group & international: Align with group standards, establish local guidance; collaborate with international COO peers ✔️ Scale our SSC (Shared Services Centre): Bundle tasks, shift activities, define SLA/KPI with functional teams, increase efficiency; orchestrate Region and SSC activities ✔️ Customer Experience (CX ): Oversee key CX indicators and lead action plans to improve end‑to‑end experience, including strengthening our Client Services capabilities ✔️ Own the budget for operation function and regional digital projects ✔️ Partner closely with CEO, Finance, Risk, HR, IT/BT, commercial team and all other regional functions, as well as with global stakeholders