Client Service Manager - Pension Administration

Client Service Manager Pension Administration

The Client Service Manager is responsible for leading administration service delivery to Clients:

• Acting as the lead client contact in relation to administration services
• Working closely with the Client lead as part of an integrated client team
• Looking for opportunities to widen the services we deliver to clients, taking responsibility for delivering in the administration service area
• Attending client meetings to report on and discuss contracted services and to discuss changes.
• Being a key contact for Administration teams with regards to general/overall knowledge on client contracts including work scope, service level agreements (SLAs), service failure penalties / success bonuses, etc.
• Owning and managing the relationship and expectations between Administration teams and key stakeholders, these include the Client, Client Relationship Managers, Third Party Providers and other Internal Aon Parties.
• Monitoring and coordinating current administration delivery 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.
• Working with internal teams to manage service delivery, where issues arise, owning and managing the plan to conclusion.
• 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.
• Coordinating improvements for the client and driving a culture of continuous improvement across teams. Being a role model for colleagues by giving constructive feedback and coaching to support the development of others.
• Keeping technical knowledge and expertise up to date, especially all regulatory and statutory requirements.
• You will interact with both internal and external Clients, building strong relationships to manage expectations regarding service delivery.
• You will work with all colleagues in the team, sharing technical expertise and providing guidance to support the delivery to the client.
• Work closely and support Team Managers on client priorities.
• Actively seek to develop your own and the Administration teams performance, skills and knowledge to maximise potential and contribution to the business.
• Responsible for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company.

In addition to the core responsibilities listed above, the Client Service Manager will have a specific focus depending on the business area:

• Pensions Administration

Pensions Administration teams administera defined set of pensions processes (member events and scheme events) for clients. The Client Service Manager is responsible for being the main contact between Pensions Administration teams and their main stakeholders. These stakeholders include the Client, Client Managers, RIB contacts, and other Client teams in Aon. The Client Service Manager will manage those relationships and expectations, monitor the service delivered, coordinate Client Projects, own and drive the conclusion of any Errors and Omissions cases, and report to clients on service delivery through Stewardship reports and meetings.

• The Client Service Manager will interact with both internal and external Clients build strong relationships to manage expectations regarding service delivery.
• The Client Service Manager will work with all colleague in the teams sharing technical expertise and guidance to support the delivery to the client.
• The Client Service Manager will work closely and support the Team Managers on client priorities.
• The Client Service Manager will actively seek to develop own and Administration team’s performance, skills and knowledge to…