Operation manager- Client services - Aon Corporation

We currently have an exciting career opportunity for a Resource Manager in our Chicago, IL office. This position will support Aon’s Client Services group.

Position Summary

The Resource Manager is responsible for fulfillment of service requirements to assigned Aon Retail Brokerage clients through resources offshore. Generally, the Resource Manager is expected to oversee 10-20 specialists and is empowered to make decisions related to resource management, employee development needs, process development and implementation of processes and procedures. The Resource Manager ensures that transactions are executed with the highest degree of accuracy, according to established timeframes and within the standards required to meet all compliance and control guidelines.

Duties and Responsibilities

• Manages overall client satisfaction and where appropriate participates in decisions involving service related issues and resolution/solutions with offshore team.
• Evaluates and recognizes in collaboration with the offshore team staff performance, recommends/provides training and development opportunities.
• Oversees resources to accommodate workflow; and manage client deliverables.
• Monitors resources and transactions to ensure the necessary activities to initiate and deliver a renewal, process an invoice, issue auto IDs, process surplus lines, resolve premium account discrepancies, initiate endorsements, and process other client requests.
• Audits performance to determine if client fulfillment is in accordance with client’s expectations as it relates to timeliness and accuracy of deliverables.
• Troubleshoots and resolves client issues around ACS deliverables.
• Provides direction and guidance to team members who are confronted with unfamiliar or complex client issues.
• Conducts office and/or client visits upon request.
• Participates in the development of client solutions with ARS Field Office Management.
• Revises program based on customer feedback and results; creates transition plan which includes training for resources in India, establishment of service measurements, and a timeline for actual transition.
• Manages special projects to streamline processes handled by offshore ACS partners.

Requirements

• Must have 3 or more years of work as a Client Service Representative and over 7 years of commercial insurance and/or related business experience.
• Must be available for up to 2 - 4 trips a year or as needed for a period of up to 30 days for training in India.
• Proven leadership skills in a team environment.
• Proven technical competency, in commercial insurance, with an ability to demonstrate capabilities to create innovative and controlled solutions.
• Experience in resource deployment and utilization management.
• Strong interpersonal skills, with the ability to interact effectively at various levels.
• Proficient use of technology to meet the expectation of both internal and external clients
• Successfully operates in a fast-paced output driven environment that requires staff members to multi-task, react quickly and perform task that are not routine.
• Ability to identify and analyze client needs to develop solid solutions.
• Must maintain appropriate brokers license.
• BS/BA degree preferred.

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 recognize 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.

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.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position (intended for U.S. applicants) is $82,100 to $90,000 annually. The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location.

This position is eligible to participate in one of Aon’s annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon’s discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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