Client Success Specialist Team Lead

Overview

Client Success Specialist - Team Lead

Role Type:
Existing Vacancy

Are you a seasoned insurance professional in Toronto ready to take the next bold step in your career? If you're looking for an opportunity to lead with impact while being supported by exceptional senior leadership, this role could be exactly what you’ve been waiting for. Step into a position where your insurance expertise is valued, your voice is heard, and your growth is championed within a globally respected organization.

Applicants must be legally authorized to work in Canada. This role is not eligible for sponsorship, and we are unable to sponsor or take over sponsorship of an employment visa or work permit.

The salary range for this position is $56,600.00 - $75,400.00. The actual salary will vary based on applicant’s education, experience, skills and abilities, as well as internal equity. The salary may also be adjusted based on applicant’s geographic location.

Aon also offers you a generous incentive earning opportunity and a comprehensive benefits package.

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

We are looking for an emerging leader to lead a medium-sized team of client success professionals. You will not only handle day-to-day work allocations, results and critical issues but also provide input into talent selection, performance management and the overall excellence of the Client Success team

• Ensure the team is resolving inquiries and maintaining SLAs associated with Aon Client Services (ACS) service delivery
• Schedule and coordinate personnel to accommodate workflow; distribute work assignments to Specialists based on specific levels of expertise.
• Periodically review work performed by colleagues to verify that Specialists identify and retrieve relevant compliance documentation vital to process renewals, invoices and any other ACS results
• Validate colleagues are performing the required activities to initiate and deliver a renewal, process an invoice, issue auto liability cards, issue urgent certificates, initiate endorsements and process other client requests
• Lead all aspects of employee performance and where appropriate, communicate disciplinary and corrective action
• Make hiring decisions, evaluate and reward team performance, recommend training and development opportunities
• Follow-up with Specialists for status on large revenue renewals from Brokers, Account Executives, Regional Directors and Branch Managers and report on the status for month and quarter close
• Ensure Specialists keep the system of record (ie: Xpress and Polaris) accurate and current. Accurate maintenance of documentation in File Net.
• Assist Specialists in developing effective relationships with outsourced service providers. Coordinate activities with internal units as required.
• Review specialist performance to determine if client fulfillment is following client expectations
• Help colleagues troubleshoot and resolve basic client issues around ACS services.
• Provide direction and mentorship to team members who are confronted with unfamiliar or complex client issues
• Participate in office and client visits.
• Take part in the development of client solutions with Producers and Client Relationship Managers as required.
• Measure and maintain the client delivery standards through SLAs and matrix, ensuring that the entire team is working together to service the client.
• Perform analyses and root cause assessments into servicing issues and bring them up to appropriate teams as required.
• Routinely confer with the team to ensure they are properly supported and provided with appropriate tools and training.
• Develop, recommend, implement, and interpret client service procedures; evaluate the ongoing effectiveness of current operations and systems;
• Develop, interpret, and ensure the consistent application of policies.
• Address unusual or difficult inquiries/situations through direct personal…