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Head of Delivery

3 months ago

London, Greater London, United Kingdom Aon Corporation Full time

Posting Description:

Head of Delivery:

We are looking for 2 experienced operations or client service leaders to lead our GBC Client Service Delivery Team.

The 2 roles are as follows:

Head of Delivery - Specialties: covering Transportation & Logistics; Natural Resources; and Construction

Head of Delivery - Products: covering Property, Casualty & Crisis Management; and Financial & Professional Services


The existing CSD Leads for the listed business units above, will report into these roles and will continue to be responsible for the day-to-day delivery of client service for their respective portfolio and for embedding of any enhanced or additional functions into their teams.


The Head of Delivery roles will be accountable for ensuring the teams within their responsibility are fully supporting their business divisions with the services/functions as defined in the One GBC Process, and for further development and evolution of the Client Service model including the implementation of digital processes.

This is a hybrid role with the flexibility to work both virtually and from our London and/or Chelmsford offices.

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 organisation, 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:

The roles will initially be responsible for driving the full implementation and embedding of the One GBC process in line with the agreed tailored plans for each BU.


This will involve:

  • Driving progress against the plans and providing regular updates to the Director of Operations
  • Providing mentorship and support to the CSD leads to unblock any issues or acquire wider management support as needed
  • Supervising important metrics to measure success & ensure benefits are realised
  • Lead resource to ensure released capacity is realised and utilised appropriately
  • Positive engagement with the leadership teams to drive awareness of the services provided & performance levels
The role will then evolve into driving continuous improvement in the service provided through:

  • Leveraging consistency and scale and increasing the scope of services being provided to the Business Units
  • Identifying activities to be transitioned to Genpact to utilise the most appropriate abilities & cost model (right tasks, right skills, right location)
  • Drive all transition projects to successful completion through robust planning and governance
  • Leading process change activities to support the digitalisation of the business as and when technology is available


You will also be accountable for the resourcing & cost model through capacity modelling and expense management, including the reallocation of roles between teams / functions as appropriate.


They are also responsible for driving an inclusive and diverse workforce that shares standard processes and collaborate as a central team while also maintaining close and trusted relationships with the broking teams being supported.


How this opportunity is different:


The Client Service Delivery team provides an invaluable service to the broking teams, improving client service and reducing queries and errors.


This is an excellent opportunity to drive the evolution of the client service model by extending the scope of the function provided by CSD to optimise the capacity in the broking team, and to utilise our offshore capability and capacity to drive a scalable and cost-effective operating model.


These roles will also be fundamental to the digital transformation of our broking business as we adapt processes to align with future technology and the London Market transformation journey within BluePrint2.


What we are looking for

  • Someone who is ambitious and wants to play a key role in the ongoing success of a key service team
  • Someone who can own an operationally focused team bringing together best practices and driving consistent processes that are scalable and effective.
  • Ensure that our processes and audit trails are robust, enabling us to deliver high quality client work efficiently
  • Be able to coordinate numerous projects and handle resource prioritisation
  • Be pragmatic, helping the team tackle problems they come against
  • Be commercially aware in delivering to budgets

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