Client Service Delivery Operations Lead – Risk and Healthcare
Role can be based out of our Manchester or Farnborough office on a hybrid working basis.
High Level Summary
Leading the team to ensure delivery of great service, maximising efficiencies and delivery in line with key goals and performance indicators.
CSD is located across the UK and supported by Operational Centres of Excellence in Poland and India. The role holder will have 2 UK based direct reports (who have up to 10 reports each) and oversee the delivery of the Service Centres.
Your key responsibilities will include:
Operational Oversight
* Leading the day-to-day activity of the CSD team.
* Collaborating with the Consulting Area Directors to ensure effective working relationships between the Consulting and CSD teams, so that together they drive client service and growth.
* Working with the Centres of Excellence leadership teams to identify opportunities for process optimisation and efficiency gains within the client service delivery function and implement solutions to enhance service quality and productivity.
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 required training) that may adversely affect the business.
* Collaborating closely with colleagues and Line Managers across the regional teams to ensure CSD are transacting business with clients and insurers in a compliant and robust way, with operational processes/systems being monitored and maintained.
* Complaint and E&O Handling/Oversight.
* Ensuring that peer reviews are carried out in accordance with sign-off and ongoing supervision of colleagues.
* Ensuring all business systems are updated in “real time” and all KPIs and non-negotiables are fully met.
People Management
* Provide continuous support to your direct reports by hosting weekly one-to-ones to discuss their progress, support their well-being, set development goals, provide feedback and review performance metrics.
* Recruitment of new joiners.
* Attract, develop and retain dedicated individuals in line with business and succession plans. Ensure a robust training strategy is in place.
* Ensuring all team members attend relevant personal development courses in line with their role.
* Leading team meetings making sure key messages are cascaded (in and out from the team) in an easy and effective way.
* Work with the CSD leadership team to develop a working environment where colleagues are positive, motivated and enthusiastic.
* Act as a role model, encouraging problem solving and innovation and to support the team to achieve Aon’s service standards.
* Work with HR on any people related matters including probation and disciplinary matters.
Change & Operational Excellence
* Support and embed a culture of continuous improvement.
* Lead the implementation of change initiatives in the operation.
Skills and experience required
* Proven experience as an Operations Manager or in a similar role, preferably within consulting or financial services.
* Strong interpersonal, people management and communication skills, both written and oral, with the ability to build relationships and trust.
* Results-driven, compliance-focused, and passionate about operational excellence, with strong organisational and prioritisation skills.
* Well-developed influencing skills to effectively persuade and motivate stakeholders at all levels.
* Excellent analytical, information gathering, and problem-solving skills, with an understanding of FCA regulations and change management principles.
* Ability to adapt to changing client requirements and business priorities.
* Able to motivate your teams, have a hands‑on style and solve problems when you spot them.
* Ability to work in a matrix environment with multiple stakeholders.
* Strong business judgement, leadership and integrity: be a tenacious decision maker, able to bring a healthy, balanced approach to business with a strong client focus.
* Proven ability in driving and managing change.
* Proficiency in understanding what it takes to manage client relationships and addressing client needs and concerns.
How we support our colleagues
In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile 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 workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.
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