Resource Manager

Aon is looking for a Resource Manager
Join our industry-leading team and play a pivotal role in empowering our clients by delivering innovative and effective solutions in the Risk domain. This hybrid position offers the flexibility to work both virtually and from our offices in Toronto, Calgary or Montreal.
You will be required to accommodate different time zones based on client needs, specifically from 12 PM EST to 8 PM EST.
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 team and we are passionate about helping our colleagues and clients succeed.
What the day will look like
Manages overall client satisfaction and where appropriate participates in decisions involving service related issues and resolution/solutions with offshore/onshore team.
Evaluates and recognizes in collaboration with the offshore/onshore team staff performance, recommends/provides training and development opportunities.
Oversees resources to accommodate workflow; and manage client deliverables.
Monitors resources and transactions to ensure the necessary activities to initiate and deliver a renewal, process an invoice, issue auto liability slips, issue a Certificate, initiate endorsements, and process other client requests.
Audits performance to determine if client fulfillment is in accordance with client’s expectations as it relates to timeliness and accuracy of deliverables.
Troubleshoots and resolves client issues around ACS deliverables; escalate/engage as required to leadership.
Provides direction and guidance to team members who are confronted with unfamiliar or complex client issues.
Conducts office and/or client visits upon request.
Participates 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.
Manages special projects to streamline processes handled by offshore/onshore ACS partners.
How this opportunity is different
The Resource Manager is responsible for fulfillment of service and provides a point of escalation for internal stake holders. The Resource Manager is empowered to make decisions related to resource management, employee development needs, process development and implementation of processes and procedures, overseeing the transactions/work of the Genpact CSS team members. The Resource Manager ensures that transactions are executed with the highest degree of accuracy, according to established timeframes and within the standards required to meet all compliance and control guidelines.
Skills and experience that will lead to success
Must have 3 or more years of work as a Client Success Specialist and over 7 years of commercial insurance and/or related business experience.
Proven technical competency, in commercial insurance, with an ability to demonstrate capabilities to create innovative and controlled solutions.
Experience in resource deployment and utilization management.
Strong interpersonal skills, with the ability to interact effectively at various levels.
Proficient use of technology to meet the expectation of both internal and external clients
Successfully operates in a fast-paced output driven environment that requires staff members to multi-task, react quickly and perform task that are not routine.
Ability to identify and analyze client needs to develop solid solutions.
Proven leadership skills in a team environment.
Must maintain appropriate brokers license.
Available to travel as needed/required
How we support our colleagues
In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile 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 for our colleagues as well.
Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.
Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.
Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, o