National Lead, Quality and Escalation

National Lead for Premium Transaction, Data Quality, and Escalation

Aon is looking for a “National Lead Premium Transaction, Data Quality and Escalation” to join its team in Toronto. Reporting to National Lead of Aon Client Services Canada you will act as a Process Owner for Premium Transactions and will lead the Data Quality and Innovation functions in support of Aon Business Services strategy.
This is a hybrid role with the flexibility to work 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
Lead the premium transaction team and be responsible for a group of functional leads (data quality, training) in all aspects to support them in achieving the vision and goals for Business Support Services, including formal and informal performance management, individual coaching and development, enhancing a team orientation across all resources focusing on specialized services
Contributes toward strategy for seamless workflow in support of all Client Success Functional activities by appropriately identifying process issues and recommending enhancements
Supports continuous performance improvement through dedicated training and development
Works closely with Office Leaders within the regions to support business needs and ensures a collective effort on continuous quality improvement and achievement of key performance metrics
Successfully supports and markets vision to key stakeholders within organization, including members of Canadian leadership team
Supports the development of an extraordinary, shared services operation capability that delivers competitive advantages and economies of scales within the National Commercial segment
Identifies and supports key processes within Business Support Services operations environment, using best practices to standardize
Client Support Services, Identifies and provides corresponding strategies regarding service gap analysis
Implements standard processes and tools/systems that increase the efficiency of information exchange among processes, clients, and strategic industry partners
Develops, analyzes and reports critical metrics and manages quality of service delivery
Develop and exemplify a culture that is fast-paced, supportive, innovative and fun
Back-up and support for the National Head of Business Support Services and Other Regional Lead as required
How this opportunity is different
This function is responsible for quality control, compliance, continuous improvement, training and development and analytical data measurement for the function. You will Lead and oversee all national resources and activities within Business Support Services that are supporting these areas. In addition, this role works closely with Office leaders, and Regional Leads - Business Support Services to ensure a seamless and superior experience for clients and achieving business outcomes for Aon. This role also acts as the Process Owner for Xpress Invoicing and as such acts as a liaison between Aon and our third party processing partners to facilitate seamless interaction and escalations of potential issues. Bringing in the quality and innovation services lens supports continuous review of overarching strategies to ensure they are aligned with supporting business strategies. Identifies and supports key processes improvements to be implemented within the Client Success Services Area. Develops, analyzes and reports critical Key Performance Indicators.
This is a business critical role and area that requires someone who is motivated to accomplish challenging goals, one of which is reaching your potential and making a difference.

Skills and experience that will lead to success
Minimum 8 years of related experience in the insurance services industry, with experience managing a centralized services operation that spans across many segments/ geographies
Remarkable communicator with solid, persuasive and genuine communication and presentation skills
Customer-centric go-getter who considers the voice of our clients in their decisions and actions
Master’s or bachelor’s degree with a major in Business, Operations or related field
Demonstrated experience leading operational change within team and departmental structures
Demonstrated knowledge of Service Center Quality Management, including, but not limited to, scoring customer interactions to identify improvement areas
Strong background and experience with quality improvement, process improvement and compliance issues
Demonstrated experience redesigning/ standardizing processes