Service Manager
Aon
- Melbourne, VIC
- Permanent
- Full-time
- Lead, improve and drive transformation across the insurance broking service delivery space
- Drive quality improvement initiatives through feedback, qualitative and quantitative data
- Permanent full time role - Melbourne
- Contributing to the development of strategic initiatives that are designed to improve the overall client service experience and improve team productivity and quality
- Proactively developing and maintaining effective internal relationships across the business and ensuring effective communication with the segment
- Identifying and improving processes and practices to enhance operational effectiveness, client experience and service delivery outcomes
- Training, coaching and onboarding new and existing team members in all aspects of the role
- Driving quality improvement initiatives and ensuring a high quality standard of service delivery, through qualitative and quantitative data and feedback loops
- Encouraging goal-oriented collaboration amongst the team through open communication with a focus on common purpose and active personal participation
- Escalation point for client complaints and issues arising from ACS
- Proactively managing resourcing requirements, evaluating staff workloads and performance to ensure service delivery targets are consistently met
- Extensive experience in leading people across multiple locations
- Experience in managing change and leading transformation initiatives
- Experience in client service/operations within Financial Services, Health Insurance or General Insurance
- Commercial acumen
- Exceptional communication and stakeholder management skills
- Ability to demonstrate initiative and creative thinking
- Strong presentation skills backed with advanced proficiency using Microsoft Office tools
- Strong process management skills
- Team management, including the ability to mentor and coach junior team members
- Demonstrable exceptional leadership qualities with ability to motivate staff in the achievement of objectives
- Coaching experience to ensure employees understand the importance of accurate work and achieving world class client experience