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Operations Centre, Team Leader Ii

2 weeks ago

Montréal QC, Canada Aon Corporation Full time

Posting Description:
Are you an operational people leader in the insurance industry who enjoys teaching the team the ropes while also being a problem solver? Are you looking to join an established organization in the industry for the next steps in your career? Aon has the opportunity for you

This is a hybrid role with the flexibility to work virtually and/or from our Montreal 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**:
The Team Leader will provide supervision and co-ordination of the activities of a team of Process Coordinators and Underwriting Assistants. They will also support on national projects and activities for the business across Canada, respond to critical issues, inquiries, complaints/requests. In addition to coaching, mentoring and training staff, the Team Leader:

- Provides support for programs and initiatives for all departments within Personal Lines and CPG (Commercial, Group, PRM and Affinity programs)
- Assists with prioritizing urgent items and distributing appropriately to ensure department service standards are met
- Coaches and provides guidance and feedback to the team to enhance product, service, and processing skills.
- Assists with Quality Control and Audits
- Leads small group/one-one training sessions on product knowledge, service skills and processes.
- Provides specialized knowledge and expertise to colleagues on products and services offered by the PL and CPG departments.
- Identifies and assists with translation of documents and workflows
- Investigates and finds solutions to resolve issues.
- Schedules monthly shared team tasks and assigns other project work.
- Meets established service level targets within the Operations centre through leadership and supervision.
- Develops individual onboarding plan for new hires, including schedule and training of new hires
- Develops knowledge of system workflows and processes, products and services
- Enters data with attention to detail, produce and distribute invoices, certs, and other documents
- Responds to requests and activities.
- Supports on data management, projects, and working with excel spreadsheets
- Supports on mail merges, portfolio transfers, system configuration
- Updates, edits and develops workflows, letter templates, and other department documentation and reference material in both French and English
- Makes recommendations for improvements in execution, technology enhancements and operational efficiencies
- Responds quickly and accurately to processing questions
- Staying informed of program changes
- Maintains thorough knowledge of processing on products, and services managed in the department. Handles policy and processing inquiries regarding the specialized services in the centre
- Prepares or provides data to support statistical reports, data analysis, and month-end reports.
- Plans and leads special projects, transitions, and provides support on system testing and upgrade implementations.
- Troubleshoots unusual process or system problems, collaborating closely with technical system specialists as required
- Telephony support and maintenance, collaborating closely with telephony colleagues when needed; onboarding setup and related phone and call recording requirements;
- Ensures personal development and is an effective mentor and coach for Processing and Support teams
- Other duties as required.

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

- 3+ years of relevant Personal Lines or Commercial Processing and Underwriting related experience
- French / English bilingualism preferred due to frequent interactions with clients, colleagues, or partners based in Quebec, other Canadian provinces and/or internationally
- Proficient in MS Word, Excel, EPIC, Outlook and/or insurance portal systems.
- Customer service oriented and people management experience
- Business sense and positivity
- Excellent interpersonal, communication and presentation skills
- Comfortable working in a fast-paced environment
- Post-secondary education is an asset, College Diploma/University Degree and/or an CIP, FCIP or CAIB Diploma

**How 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 your