Operations Manager II

Aon is looking for a Operational Excellence Manager

As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our Aon's Affinity business group within Aon Risk Solutions, in Alpharetta, GA.

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. We are passionate about helping our colleagues and clients succeed.

What will your day look like

• Run the day-to-day efforts of the Operational Excellence team to perform quality audits and coach analysts for Benefit (Claim) Adjudication, Customer Care 2nd Tier Resolution (Escalation), Outbound Calls and Email all while ensuring to meet client SLAs/SOPs.
• Handle the day-to-day use of quality platform and related processes to ensure accurate quality measurement of analysts and behaviors. Work with both internal and external teams to improve analyst behavior as well as the platform to gain better quality results.
• Coordinate and attend client call calibration session as well as client audits. Develop and maintain meaningful relationships to gain trust, value, and integrity with clients. Assure that all supporting documentation is prepared and ready for audits.
• Use performance trends and patterns to make impactful training recommendations and create an effective training strategy that results in improved quality
• Oversee end-to-end customer experience by monitoring product quality and service interactions, analyzing customer feedback and quality metrics.
• Support the end-to-end customer journey by defining and monitoring key metrics, analyzing journey level data, and partnering with cross-functional teams to identify friction points and implement improvements that drive a seamless, consistent, and high quality experience across all touchpoints.
• Coordinate with the trainer to develop, maintain and deliver new employee training and refresher training.
• Develop educational material and conduct training for new hires and department transfers.
• Supervise internal coordination efforts related of clients' program set up and change management including updates to internal systems, internal knowledge training, and overall implementation of quality program.

Essential Job Functions:

• Coordinate the efforts of implementation of new clients on to the quality platform and team's support and development of any additional audited functions as identified.
• Support the team to utilize customer survey responses to address training and identify opportunities to enhance the customer or colleague experience or production/process needs.
• Ensure the surveillance of day-to day customer transactions/processes. Identify opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process breaks.
• Provide leadership and support to personnel in a fast-paced and constantly changing work environment.
• Provide strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and teamwork.
• Occasionally when needed conduct quality audits for Benefit and Resolution Services team members that includes benefit adjudication, escalation management, chat, email, and call handling.

Skills and experience that will lead to success:

• A minimum of 3-5+ years management experience in a quality, customer contact center, debt cancellation, or credit card business segment strongly preferred.
• Experience as a Contact Center Rep (knowledge of processes, metrics, roles)
• Exceptional interpersonal skills capable of interacting with senior officers of clients, cultivating strong relationships and leveraging those relationships with our customers, their employees, and other third parties to the company's long term benefit.
• Proficient with technology and Microsoft Office.
• Handles time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills.
• Bilingual in Spanish.
• Prior project management experience.
• Learning Management Software (LMS).

Education:

• Bachelor's degree or equivalent years of industry experience.

How we support our colleagues:

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile, inclusive 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 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…