Client Success Specialist

5 months ago

Toronto, Canada Aon Corporation Full time

Posting Description:
**Client Success Specialist - Team Lead**

This is a hybrid role with the flexibility to work both virtually and from our Toronto office.
- 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._

**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 like**:
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
- 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
- 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
- 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 FileNet
- 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;
- Address unusual or difficult inquiries/situations through direct personal action or refer to the appropriate individuals; research complex issues and ensure their resolution.

**How this opportunity is different**:
**Skills and experience that will lead to success**:

- Demonstrated leadership skills in leading service teams that support medium to large commercial clients
- Proven technical competency in commercial insurance, capable of demonstrating innovative and controlled solutions
- High level of ease with learning and using various tools and technologies, including but not limited to, intermediate
- to advanced-level Excel skills (Pivot Tables, V-Lookup, complex formulas)
- Ability to explain the value of standardized and centralized operations to communicate the value Aon brings to the most challenging clients
- Experience in resource deployment and utilization management
- Demonstrated strength in developing and coaching colleagues to consistently exceed client expectations
- Finely honed interpersonal skills, including the ability to interact effectively with a wide variety of internal and external partners
- Thriving in a fast-paced, result-driven environment that requires colleagues to multi-task, react quickly and perform tasks that are not routine
- Ability to identify and analyze client needs to develop solid solutions
- Must maintain appropriate brokers’ license
- Experience in internal platforms considered an asset but not required

**How we support our colleagues**:
In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusiv

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