GBC Client Service Delivery Lead-; Technical Broker Support

Client Service Delivery (CSD) Lead
- Broker Support

We are looking for an experience service, operations, or people leader to join our client service delivery team.

This is a hybrid role with flexibility to work between London and Chelmsford.

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, diverse team, and we are passionate about helping our colleagues and clients succeed.

The role sits within the Global Broking Centre (GBC) in London. The GBC is an integral part of Aon's global broking strategy. The GBC provides colleagues across the Aon network access to specialist brokers and client managers, dedicated client solutions and thought leadership, and significant global insurance capacity. The GBC works with network colleagues to deliver best-in-class solutions to Aon clients, creating a competitive advantage in our placement strategies worldwide.

From developing a team of client service delivery specialists, including team leaders, to designing and implementing training frameworks, as well as collaborating closely with broking teams to prioritise workloads and provide stakeholder updates on service and performance, the role is broad with opportunity every day to give to the success of the business and to improve outcomes for colleagues and clients.

Reporting to the Head of Delivery, you will interact with different stakeholders across the Global Broking Centre, and Aon Business Services.

The Client Service Delivery team provides an invaluable service to the broking teams, improving client service and reducing queries and errors.

This is an excellent opportunity to drive the embedding and ongoing evolution of the client service model to optimise the capacity in the broking team, and to utilise our offshore capability and capacity to drive a scalable and cost-effective operating model.

This role will also be fundamental to the digital transformation of our broking business as we adapt processes to align with future technology and the London Market transformation journey within Blue Print
2.

As a member of the CSD extended leadership team, this role will collaborate with the Head of Delivery and other CSD Leads to give to the strategic direction of the function, pinpoint areas for enhancement, and promote best practices throughout broking processes. Your role will involve direct engagement and partnership with the Leadership team of your aligned Business Unit, fostering positive working relationships and serving as a point of contact for potential issues or escalations related to CSD support.

• Ensure day-to-day delivery of effective technical broking activities in support of the associated BU and wider network, maintaining high levels of service whilst adhering to process requirements and standards
• Provide overall leadership to and lead a team of BU aligned team leaders who will provide technical broking support to the associated BU in line with agreed important metrics
• Partner with the associated BU leadership team for all matters relating to CSD support including customer concerns of risks and issues
• Build effective links with your offshore counterparts to deliver strong working practices across the onshore CSD teams and offshore Genpact support
• Be an active member of CSD extended leadership team, support the Head of Delivery to set the overall objectives and direction for the function as well as helping to drive long term performance
• Ensure team adherence to the One GBC process and work with the CSD leadership team to continually assess…