Client Success Specialist Team Lead

Calgary, AB
Permanent
Full-time

1 month ago

Posting Description:Client Success Specialist - Team LeadRole Type: Existing VacancyAre you a seasoned insurance professional in Calgary ready to take the next bold step in your career? If you're seeking an opportunity to lead with impact while being supported by exceptional senior leadership, this role could be exactly what you’ve been waiting for. Step into a position where your insurance expertise is valued, your voice is heard, and your growth is championed within a globally respected organization.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 decisionsAt 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 likeWe 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

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
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
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;
Develop, interpret, and ensure the consistent application of policies.
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 differentThe CSS Team Lead is an essential part of the ACS Leadership Model. This position works synonymously and in collaboration with Regional and National leaders. This colleague will have the opportunity to guide, and mentor experienced and new colleagues who are beginning their careers within Aon and the insurance industry. The Team Lead will work from our Calgary Office alongside Account Executives, Brokers, and shared service staff. They will support clients across various commercial risk sectors in a dynamic environment. Successful candidates will understand the importance of cultivating significant relationships, leading inclusively and championing employees to put their best foot forward while undertaking new challenges.Skills and experience that will lead to success

Demonstrated leadership capabilities 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 high-complexity clients
Experience in resource deployment and utilization management
Proven 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
Growing within a fast-paced environment that requires colleagues to multi-task, react quickly, and perform tasks that are not routine
Ability to assess client requirements and translate them into effective solutions
Must possess and maintain appropriate brokers’ license
Experience in internal platforms is considered an asset but not required

How we support our colleaguesIn 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.We are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at ReasonableAccommodations@Aon.com or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience.Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.#li-am3

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