The IND Client Service Coordinator II is accountable for leading the overall delivery of day-to-day service and client management of a Business Area or location in Operations. The exact number of clients will vary by business area and location.

Job Responsibilities

The colleague is responsible for leading operational service delivery to Clients through Operations teams by:

Being a key contact for Operations teams with regards to general/overall knowledge on client contracts including work scope, service level agreements (SLAs), service failure penalties / success bonuses, etc.
Lead and manage the relationship and expectations between Operations teams and key stakeholders, these include the Client, Client Managers, Third Party Providers, and other Internal Aon Parties.
Service as a leader for current operations per client, ensuring SLAs and client projects are delivered to required standards of quality and timeliness.
Ensuring all client generated Escalations, Complaints and Corrective Actions are owned and proactively managed to closure within agreed deadlines.
Improving client knowledge, awareness, and best practice across teams, ensuring colleagues have the appropriate level of knowledge to deliver exceptional service.
Identifying any service delivery risks for each client, ensuring mitigating actions are implemented, as appropriate.
Cooperation with Team Managers to help with team capacity analysis and resource planning.
Managing client projects, release cycles, CRs (including CR estimates) and follows up with lessons learnt analysis and implementation.
Ensuring any tasks that are beyond the standard contracted services to clients are confronted with standardization approach and highlighted to the Client Manager or raised as CR’s.
Serve as a mentor to Client Service Coordinator I by giving constructive feedback and coaching to support the development of others.
The colleague motivates and encourages managers and colleagues to understand and meet the business and client’s requirements. linking manager, colleague, and team goals to the company strategy.
The colleague explains difficult concepts to managers and colleagues when delegating work or communicating information in a way which enables the efficient and effective delivery of work.
The colleague provides support; coaching and delivers constructive feedback to managers and team members and encourage all to take an active role in their own Continued Professional Development (CPD).

Skills/Competencies Required

Effective problem solving and analytical skills to anticipate future needs/issues, including leading on identifying solutions and making recommendations.
Ability to effectively plan, prioritize and execute tasks in high pressure environment. Including, the ability to adapt to shifting priorities, demands and timelines using analytical and problem-solving capabilities.
A strong communicator, confident to express your own views and demonstrate strong interpersonal skills that build long term relationships and trust.
Proficient with MS Excel logical, financial, math, statistical and information functions Lookups, Pivot Table, Dynamic Pivots, Dashboards along with VBA coding and proficiency in creating dashboards and Automatio.
Good knowledge of Domain.
Stakeholder Management.
Problem solving Approach

2560881

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Aon

Financial Services

London Chicago

10001 Employees

107 Jobs

Key People

Gregory C. Case

President and CEO
Eric Andersen

President, Commercial Risk Solutions
Caroline S. Ahn

Chief Financial Officer
Bobby A. Worrell

Chief Marketing Officer

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Client Service Coordinator II