Service Delivery Leader, Singapore

We're hiring! We are seeking an experienced Service Delivery Leader to join our team in Singapore. This is a hybrid role with the flexibility to work both virtually and from the office.

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.

Key Responsibilities

Service Delivery Leadership

• Lead the execution of Aon Business Services (ABS) in Singapore.

• Be accountable for in-country service delivery performance by meeting agreed targets for quality, speed, accuracy, and client satisfaction.

• Ensure local operational processes are well-defined, documented, and adhered to.

• Improve productivity and reduce cost to serve by optimizing processes, workforce deployment, and cross-country collaboration.

• Build and maintain strong relationships with key stakeholders across solution lines, DAU partners, and regional operations to enhance service quality and cost efficiency.

• Act as the escalation point for client and colleague issues, supporting direct reports to resolve complaints and exceed customer service standards.

• Perform other functions as maybe required to support the sub-region / region.

Change & Transformation

• Lead in-country change management for new ABS processes, standards, tools, and technologies.

• Identify and deliver transformational improvements, including automation and shifting work to alternative locations, to improve efficiency and reduce cost to serve.

• Participate in planning and transitioning future functions into ABS, ensuring smooth implementation and minimal disruption.

• Conduct client service methodology analysis and ensure client service plans and methodologies are applied consistently across client segments.

People Leadership

• Build and lead high-performing, professional teams through clear expectations, coaching, mentoring, and ongoing professional development.

• Set and manage performance standards and development plans for direct reports, regularly reviewing workloads and performance.

• Support succession planning for key positions by identifying and developing talent pipelines.

• Foster goal-oriented collaboration through open communication, shared purpose, and active participation.

Governance, Risk & Compliance

• Drive compliance with all relevant technical, legal, client, and Aon policies and service standards, including regular reviews and audits of client files and processes.

• Manage E&O matters, ensuring appropriate reporting, due process, and escalation in line with ABS and local requirements.

Data Stewardship

• Ensure compliance with data standards and improve data quality to targeted levels through regular checks, process improvements, and staff education.

• Conduct periodic data checks and user access reviews (eGlobal, Aon Connect, QlikView, etc) and manage insurer and product mappings, including insurer, sub-agent, and risk codes.

Skills & Experience

• Strong leadership skills with the ability to build high-performing teams and drive collaboration.

• Ability to align operational plans with organizational strategy.

• Deep understanding of operations, service delivery, and performance measurement.

• Strong analytical and problem-solving abilities.

• Ability to think critically and navigate complex challenges.

• Excellent communication, influence, and negotiation skills with senior stakeholders.

• Strong organizational awareness and results orientation.

• Ability to manage pressure and collaborate effectively with stakeholders with diverse priorities.

• Commitment to the Aon United mindset.

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, or other legally protected status.

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 [Confidential Information] or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience.