Sr. Manager Health

Job Description

Position Title : Service Delivery Leader - Regional Clients Business Unit : Online Benefits, Asia, Health Solutions Division : Health Solutions (ABS) Location : India JOB SCOPE The Service Delivery Leader (SDL) - Regional Clients is the leader responsible for all aspects of business services for Regional Clients across APAC for online benefits programmes This includes: Lead and coach assigned System Analysts assigned to Regional clients across line benefits all service scope in accordance with our operating model Responsibility for managing Change Requests (CO s) for Regional clients Responsible to ensure efficient and seamless for Regional client service delivery Driver of productivity efficiency and continuous improvements projects and initiatives across all Regional client services and solutions Collaborate and work across multi-disciplinary teams (locally, regionally, globally and externally) to achieve best business outcomes within all agreed Regional and Aon methodology, best practices, protocols, budgets, timelines, etc Develop Regional client reports and be accountable against measurable metrics, impacts and reportable KPI s Works closely with other teams and stakeholders on service delivery to drive excellence All activities must be aligned with in-country, regional and global excellence strategies to secure agreed company-wide goals Where required, support sales and consulting colleagues / teams on client presentations, prospective digital benefits bids, proposals, tender submissions and enquiries Duties and Responsibilities Act as a thought leader for the Regional clients and any assigned team / resources focusing on solving problems and implementing solutions across the teams, as well as across functionalities to deliver high quality solutions Lead, manage and coach any assigned team members assigned for Regional clients This will include responsibility for planning and implementing in-depth training, as well as building high performing, engaged colleagues with a culture of continuous learning and improvement all within the Aon role modelling framework and within all Aon s values and standards Demonstrate leadership qualities and provide feedback as required SME and main point of contact for stakeholders for all Regional client activities and service offerings Ensuring adherence to Asia Service and Operating Models Responsible for creating and owning all Regional clients requirements documentation This will include supporting, reviewing, creating, updating and maintaining (where required only) in line with client requirements and agreed templates and managing changes therein as per the agreed Aon Change Management protocols and processes to relevant stakeholders This will involve discussions with clients Responsible for ensuring assigned System Analyst(s) on Regional clients, are trained and equipped with the necessary technical knowledge and understanding of the TBS system as well as requirements gathering knowledge and processes, flex processes and all service delivery processes in order to facilitate requirements gathering effectively May also support all System Analyst(s) training as part of the training academy activities Act as the escalation point for CRM s for Regional clients and COE SDM s as required Working and collaborating across multi-disciplinary teams (locally, regionally, globally and externally) to achieve best business outcomes within all agreed Regional and Aon methodology, best practices, protocols, budgets, timelines, etc This includes but is not limited to KPI s across Flex, TPA, TRS (future project), Well One (future project), Employee Benefits Hub (EBH) Improvement Areas, Productivity Efficiency and RPA Strategies, and other projects which might be assigned Creating and establishing effective working relationships This will include breaking some barriers within and across teams to ensure a better collaborative working culture and working approach Collaborate with team and stakeholders to engage and build trust Support on other projects within the Regional Team and across other business units in the region as required Support the businesses as required and as agreed with the Regional Director, Digital Benefits Role model all Aon AIM behaviours Education Certification: Relevant degree qualification and educational background Experience : 8 - 10 years of related experience in a similar role Previous experience of requirements gathering, plan design and solution building, with system analysis work and design and project implementation Experience in Financial Services and/or Insurance is valued Project management experience a distinct advantage Experience in leading and managing teams Competencies : Excellent understanding of plan design and administration of digital online benefits programs (insured / self-funded) Strong client focus, detail-oriented and willing to walk the extra mile to support timely delivery of operationally efficient solutions to external clients and internal stakeholders Solid team leader and team player with strong collaborative attitude with strong ability to guide and mentor others in resolving complex issues Innovative and creation with an ability to evolve within a changing business environment Strong analytical skills, creative thinking and decision making, with detailed focused, organized and able to eliminate obstacles through creative and adaptive approaches Able to manage multiple priorities, cope and work under pressure and prioritise work accordingly Strong interpersonal and people management skills Able to work independently and with initiative Proficient in Microsoft Office applications - Word, Excel and PowerPoint Strong oral presentation and written communication skills 2555443