Address- Lead, improve and drive transformation across the insurance broking service delivery space
- Drive quality improvement initiatives through feedback, qualitative and quantitative data
- Permanent full time role - Melbourne
Service Manager
The Aon Client Services team (ACS) is a business critical operating unit within Aon Australia, providing best in class broking service support to our Client Relationship Managers and clients. Comprised of Broker Support roles (Service Specialists and Service Executives), the team collectively provides primary support to the Global & Corporate broking teams.
The Service Manager has prime responsibility for managing the allocation of activities to both Service Specialist and Service Executive colleagues in ACS across Australia, as well as executing the service support model, implementing continuous business improvement activities and ensuring that client service standards are exceeded by guiding and directing a team.
Aon is in the business of better decisions
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.
As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.
What the day will look like
- Contributing to the development of strategic initiatives that are designed to improve the overall client service experience and improve team productivity and quality
- Proactively developing and maintaining effective internal relationships across the business and ensuring effective communication with the segment
- Identifying and improving processes and practices to enhance operational effectiveness, client experience and service delivery outcomes
- Training, coaching and onboarding new and existing team members in all aspects of the role
- Driving quality improvement initiatives and ensuring a high quality standard of service delivery, through qualitative and quantitative data and feedback loops
- Encouraging goal-oriented collaboration amongst the team through open communication with a focus on common purpose and active personal participation
- Escalation point for client complaints and issues arising from ACS
- Proactively managing resourcing requirements, evaluating staff workloads and performance to ensure service delivery targets are consistently met
How this opportunity is different
As an Aon colleague, you will never be limited by your job title. Instead, you will learn and grow alongside some of the most talented people in the business, who genuinely want you to be the best version of yourself.
We honestly believe that our culture is different, with authentic and inquisitive individuals who each bring something unique to our team.
Be you, be unique with us.
Skills and experience that will lead to success
- Extensive experience in leading people across multiple locations
- Experience in managing change and leading transformation initiatives
- Experience in client service/operations within Financial Services, Health Insurance or General Insurance
- Commercial acumen
- Exceptional communication and stakeholder management skills
- Ability to demonstrate initiative and creative thinking
- Strong presentation skills backed with advanced proficiency using Microsoft Office tools
- Strong process management skills
- Team management, including the ability to mentor and coach junior team members
- Demonstrable exceptional leadership qualities with ability to motivate staff in the achievement of objectives
- Coaching experience to ensure employees understand the importance of accurate work and achieving world class client experience
How we support our colleagues
In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!
Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on ReasonableAdjustments@Aon.com
Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.
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