Service Operations Director

4 weeks ago

Chelmsford, United Kingdom Aon Corporation Full time

Posting Description:
**Service Operations Director**:
Do you have experience and a passion for Operations & Client Service Delivery, within the insurance industry? Would you like to join a hard-working team to drive change and operational improvements?

If yes, we may have the perfect opportunity for you.

**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**:
As a Service Operations Director, your key responsibilities will include:
**Client** **Service** **Delivery**:

- Deliver a co-ordinated and high quality, innovative client service in accordance with the agreed Scope of Service Agreement.
- Understand all elements of service level targets/Key Performance Indicators (KPIs) and the processes and systems in place to support colleagues' delivery of them.
- Identify and manage escalations necessary.

**Compliance** **with regulatory requirements and business procedures**:

- Responsible for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company.
- Act as a Subject Matter Expert and provide day to day oversight for placement lifecycle & timelines, ensuring processes are operating as designed.
- Drive change in their location, maximising the use of resources available in UK and India
- Deliver continuous process improvements & support implementation of agreed process improvements with Business Unit leaders.
- Liaising with direct reports and Line Managers to ensure compliance with Aon UK Policies
- Responsible for ensuring compliant audit feedback provided and appropriate training attended for self and direct reports.
- Ensuring that direct reports maintain satisfactory results in file reviews and technical audits in accordance with individual sign-off authority level.

**People** **Management**:

- Build and nurture productive relationships with key 3rd parties and colleagues in India with which we deliver to our clients.
- Work with the leadership team to develop a working environment where people are positive, motivated, and enthusiastic.
- As a senior manager for Client Service Teams, co-ordinating and partnering with senior stakeholders, managing working relations within Commercial Risk -UK
- To act as a role model, encouraging problem solving and innovation and to support the team to achieve Aon’s service standards.
- Champion the importance of ethical behaviour and act with integrity at all times.

**Wider** **Responsibilities**:

- Responsible for the execution of agreed business and change plans, incorporating the needs of clients and employees.
- Involved in business planning and making decisions accordingly.
- Strives for profitability
- thinks of solutions to make a job more cost effective/more streamlined.
- Contribute to the development of strategy through the Client Service Leadership team.
- Liaising with the Client Service Directors, Client Service Managers, Business Service Leads and Technical Leader to ensure effective working relationships between all relevant stakeholders so that together they drive service, revenue, and profit growth.
- Using data and analytics to drive to drive improving & consistent performance as well as feedback to ensure effective service delivery of KPIs.

**How this opportunity is different**:
This is a fantastic opportunity to join a thriving office where colleagues bring their best to work every day. This is an exciting time to be joining the client service management team as we expand into new Pod Team structure which is a collaborative approach by UK and India based colleagues delivering to client portfolios. The Chelmsford office is currently growing, providing the team with lots of opportunities to develop and widen their expertise. You will be working in a dynamic team with full support from the Client Service Lead in UK. You will be supported through your onboarding to Aon with an Aon connector who will act as a mentor to guide you through your first months. There will be opportunity to connect with and learn from colleagues around the business as you play your role in Delivering Aon United to our clients.

**Skills and experience that will lead to success**:

- Upholds and demonstrates leadership values and a proven track record of building teams, retaining talent and effective people leadership.
- Proven track record in developing relationships and working with senior individuals within the organisation.
- Effective leader, providing inspiration to staff and the ability to resolve performance and other issues.
- Excellent organis

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