Service Manager - Insurance

Lead, improve and drive transformation across the insurance broking service delivery spaceDrive quality improvement initiatives through feedback, qualitative and quantitative dataPermanent full time role - Sydney Service Manager - InsuranceThe Aon Client Services team (ACS) is a business critical operating unit within Aon Australia, providing best in class broking service support to our Client Relationship Managers and clients.Comprised of Broker Support roles (Service Specialists and Service Executives), the team collectively provides primary support to the Human Capital Broking teams.The Service Manager has prime responsibility for managing the allocation of activities to both Service Specialist and Service Executive colleagues in ACS across Australia, as well as executing the service support model, implementing continuous business improvement activities and ensuring that client service standards are exceeded by guiding and directing a team.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.What the day will look likeContributing to the development of strategic initiatives that are designed to improve the overall client service experience and improve team productivity and qualityProactively developing and maintaining effective internal relationships across the business and ensuring effective communication with the segmentIdentifying and improving processes and practices to enhance operational effectiveness, client experience and service delivery outcomesTraining, coaching and onboarding new and existing team members in all aspects of the roleDriving quality improvement initiatives and ensuring a high quality standard of service delivery, through qualitative and quantitative data and feedback loopsEncouraging goal-oriented collaboration amongst the team through open communication with a focus on common purpose and active personal participationEscalation point for client complaints and issues arising from ACSProactively managing resourcing requirements, evaluating staff workloads and performance to ensure service delivery targets are consistently metHow this opportunity is differentAs an Aon colleague, you will never be limited by your job title. Instead, you will learn and grow alongside some of the most talented people in the business, who genuinely want you to be the best version of yourself.We honestly believe that our culture is different, with authentic and inquisitive individuals who each bring something unique to our team. Be you, be unique with us.Skills and experience that will lead to successExtensive experience in leading people across multiple locationsExperience in managing change and leading transformation initiativesExperience in client service/operations within Financial Services, Health Insurance or General InsuranceCommercial acumenExceptional communication and stakeholder management skillsAbility to demonstrate initiative and creative thinkingStrong presentation skills backed with advanced proficiency using Microsoft Office toolsStrong process management skillsTeam management, including the ability to mentor and coach junior team membersDemonstrable exceptional leadership qualities with ability to motivate staff in the achievement of objectivesCoaching experience to ensure employees understand the importance of accurate work and achieving world class client experienceHow we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, 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 recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!