Resource Manager

1 month ago

Toronto, Ontario, Canada Aon Full time

About the Role

Aon is seeking a highly skilled Resource Manager to join our team. As a key member of our organization, you will play a critical role in empowering results for our clients by delivering innovative and effective solutions supporting Risk.

This is a hybrid role that offers the flexibility to work both virtually and from our Toronto office. You may be required to work in different time zones based on client needs.

To be successful in this role, you must have 3 or more years of experience as a Client Success Specialist and over 7 years of commercial insurance and/or related business experience. You should have a proven track record of technical competency in commercial insurance, with the ability to create innovative and controlled solutions.

You will be responsible for managing overall client satisfaction, evaluating and recognizing staff performance, and overseeing resources to accommodate workflow. You will also monitor resources and transactions to ensure timely and accurate deliverables, and audit performance to determine if client fulfillment meets expectations.

Key Responsibilities

  • Manage client satisfaction and participate in decisions involving service-related issues and resolution/solutions with offshore/onshore teams.
  • Evaluate and recognize staff performance, recommend/provide training and development opportunities.
  • Oversee resources to accommodate workflow and manage client deliverables.
  • Monitor resources and transactions to ensure timely and accurate deliverables.
  • Audit performance to determine if client fulfillment meets expectations.
  • Troubleshoot and resolve client issues around ACS deliverables, escalate/engage as required to leadership.
  • Provide direction and guidance to team members who are confronted with unfamiliar or complex client issues.
  • Conduct office and/or client visits upon request.
  • Participate in the development of client solutions with ARS Field Office Management.
  • Revises program based on customer feedback and results, creates transition plan which includes training for resources, establishment of service measurements, and a timeline for actual transition.
  • Manage special projects to streamline processes handled by offshore/onshore ACS partners.

What We Offer

In addition to our comprehensive benefits package, we encourage a diverse workforce. Our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working.

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