What the day will look like
- SupervisoryRole
- Mentor and coach a team of client facing staff on their deliveries, inclusive of mentoring and formal evaluation processes
- and any additional duties that may be allocated to you by the Company from time to time
- Demonstrate leadership qualities and provide feedback to team under management
- Able to balance multiple responsibilities and tasks to deliver high quality results
- Consulting
- Champion all client-related initiatives including (but not limited to); Aon Brokers Guide, Client Promise, Explorer, Aon Pulse, Aon Care, Wellbeing and Voluntary Benefits.
- Ensure smooth implementation of all client-related initiatives
- ChampionAonUnited
- Hold direct client relationship with all Global clients and any sensitive regional/global clients
- Support the team by participating in business meetings of complex clients and ensure the team prepare meeting minutes and follow-up on open items till closure.
- Execute cross-selling activities
- Service Delivery
- Support Account Director with Client initiatives and drive strategic engagement with clients
- Maintain professional relationship with internal stakeholders including local market colleagues, regional and global teams
- Create and maintain strong relationships with key external vendors including insurers and specialty providers
- Ensure strong collaboration between Client Relations and the rest of the functional (eg. Broking, Claims, Flex, Admin) Teams in delivering distinctive client value
- Develops and manages client retention and/or growth strategies to ensure revenue and profitability agenda are met
- Ensure team is able to hold client relationships and deliver service within clients expectations
- Accountable for the team's adoption and utilization of the organization client service model and consulting tools and solutions.
- Work on issues and develop conclusions to execute solutions that impact clients
- Ensure prompt payment by clients and credit control position of Team is within acceptable range. Follow up on outstanding invoices and ensure payment by clients to avoid held back of insured claims
- Tight governance of peer review process to ensure high standards of clients deliverables and minimize incidence of error and omissions
- To act as the single escalation point and provide resolutions for HR and employees on issues that are not resolved at a timely manner
- Renewal and remarketing
- Actively Initiate renewal process with broking/flex team and clients
- Review and discuss renewal terms and plan designs and to collaborate with broking team
- Review and prepare Renewal Proposal Reports, Claims Analytics and Other related reports
- Prepare Service Level Agreement and diligently ensure updates periodically
- Review all communication materials, not limited to communication decks, video guides, FAQs; and other required materials (as applicable) and be involved personally in actual preparation
- For online benefits, to act as secondary level of peer reviewer on flex documentation ie plan design, email template & content manuscripts
- Provides Onsite communication/presentation of benefits programs to clients employees/HRs
- Manning of Helpdesk at clients office at agreed scheduled dates
Skills and experience that will lead to success
- Degree or Diploma from a recognised university or polytechnic
- Minimum regulatory requirements (BCP, PGI. CommGI, HI, M5, M9) for registration as Broking and FA rep with MAS
- At least 8 years of related experience
- Analytical, critical thinking and decision making
- Effective collaboration across departments and organization
- Ability to work under pressure and manage deadlines
- Positive, influencing and willing to embrace changes
- Knowledge of client profiling and ability to recognize and be sensitive to client needs and priorities
- Alignment to departmental and organizational vision and goals
- Self-directed growth and development
- Strong interpersonal and people management skills
- Work independently and with initiative, with guidance in only the most complex situations
- Good skills on MS systems including Word, Excel, Powerpoint required
