Ops & Tech Professional - Customer Care; Alpharetta, GA

Aon is looking for a Customer Care - Ops & Tech Professional I !!

We are seeking a highly organized, detail-oriented Ops & Tech Professional to join our Customer Care Operations & Technology team. In this role, you will support the smooth execution of projects for our banking and retail clients, keep work on track, and help optimize processes for efficiency and quality. You will work closely with client managers and internal partners to ensure exceptional service delivery and a strong client experience.

This role is hybrid working from our Alpharetta, GA office 3 days per week.

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 organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

The Ops & Tech Professional partners with client managers to support urgent and nonurgent requests for the Customer Care team related to:

• Call center research items
• Quality assurance
• Training and scripting
• Audits
• Workforce management
• Document requests
• Other operational and service-related needs

This role also assists with onboarding new clients by ensuring all onboarding activities are completed accurately and on time. The Ops & Tech Professional is responsible for managing client complaints and escalations, coordinating with internal teams, and helping maintain high standards of service.

• Maintain accurate, up-to-date client and project data in Aon's internal systems.
• Ensure data integrity through thorough verification and quality control.
• Prepare, analyze, and distribute reports using data from various sources.

• Manage project documentation, including client scripts, SOP manuals, compliance training materials, contracts, reports, and audits.
• Implement and maintain efficient document filing and retrieval systems.
• Coordinate document review and approval workflows with relevant stakeholders.

• Identify and analyze operational inefficiencies within projects and workflows.
• Recommend and support implementation of process improvements.
• Collaborate with cross-functional teams to enhance operational effectiveness and consistency.

• Serve as a liaison between clients, vendors, and internal project teams.
• Resolve issues and provide administrative support related to project execution.
• Manage vendor deliverables, ensuring timely completion of initiatives and service commitments.
• Drive the ongoing creation, review, and maintenance of standard operating policies and procedures.
• Coordinate clients' compliance  and related support.
• Partner with the training team to ensure timely completion of all client training and compliance initiatives.

• Submit, track, and manage Service Now (SNOW) tickets for new initiatives and ongoing Customer Care issues.
• Schedule meetings, prepare presentations, and support client and internal meetings as needed.
• Respond to and manage client and customer requests in a timely and professional manner.
• Maintain a high level of confidentiality and data security in all activities.
• Stay current on relevant industry trends, regulations, and best practices.

• Handle customer complaints and escalations, ensuring appropriate follow-up and resolution.
• Support quality assurance monitoring as needed to maintain service standards.
• Collaborate with other departments (e.g., marketing, product, operations) to ensure a consistent, high-quality experience for customers and clients.

• Bilingual in Spanish strongly preferred.

• BS/BA degree preferred, or equivalent combination of education and experience.

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 thermore, all colleagues enjoy two "Global Wellbeing…