IND Client Service Coordinator II

Job Title- IND Client Service Coordinator II

Solution Line- Health Solutions

Position type- Full Time

Work Location- Gurgaon

Working style- Hybrid

Cab Facility- Yes

Shift Time - 8am to 5pm

People Manager role: No

Required education and certifications critical for the role-

Degree and a relevant Professional Qualification (e.g. PMI), with up to date CPD.

Required years of experience -

6-8 years of experience in Relevant field

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 committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

INFORMATION ABOUT THE BUSINESS

Aon Health and Benefits takes a long-term view of benefits management that aims to help companies achieve a balance between using benefits as a retention tool and managing escalating costs. These offerings include end-to-end solutions to benefits management, alignment of your benefit plans with corporate strategy and policies, considerable purchasing leverage, systematic and structured approach.

GENERAL DESCRIPTION OF ROLE:

The IND Client Service Coordinator II is accountable for leading the overall delivery of day-to-day service and client management of a Business Area or location in Operations. The exact number of clients will vary by business area and location.

JOB RESPONSIBILITIES:

The colleague is responsible for leading operational service delivery to Clients through Operations teams by:

• Being a key contact for Operations teams with regards to general/overall knowledge on client contracts including work scope, service level agreements (SLAs), service failure penalties / success bonuses, etc.
• Lead and manage the relationship and expectations between Operations teams and key stakeholders, these include the Client, Client Managers, Third Party Providers, and other Internal Aon Parties.
• Service as a leader for current operations per client, ensuring SLAs and client projects are delivered to required standards of quality and timeliness.
• Ensuring all client generated Escalations, Complaints and Corrective Actions are owned and proactively managed to closure within agreed deadlines.
• Improving client knowledge, awareness, and best practice across teams, ensuring colleagues have the appropriate level of knowledge to deliver exceptional service.
• Identifying any service delivery risks for each client, ensuring mitigating actions are implemented, as appropriate.
• Cooperation with Team Managers to help with team capacity analysis and resource planning.
• Managing client projects, release cycles, CRs (including CR estimates) and follows up with lessons learnt analysis and implementation.
• Ensuring any tasks that are beyond the standard contracted services to clients are confronted with standardization approach and highlighted to the Client Manager or raised as CR's.
• Serve as a mentor to Client Service Coordinator I by giving constructive feedback and coaching to support the development of others.
• The colleague motivates and encourages managers and colleagues to understand and meet the business and client's requirements. linking manager, colleague, and team goals to the company strategy.
• The colleague explains difficult concepts to managers and colleagues when delegating work or communicating information in a way which enables the efficient and effective delivery of work.
• The colleague provides support coaching and delivers constructive feedback to managers and team members and encourage all to take an active role in their own Continued Professional Development (CPD).
  
  

SKILLS/COMPETENCIES REQUIRED:

• Effective problem solving and analytical skills to anticipate future needs/issues, including leading on identifying solutions and making recommendations.
• Ability to effectively plan, prioritize and execute tasks in high pressure environment. Including, the ability to adapt to shifting priorities, demands and timelines using analytical and problem-solving capabilities.
• A strong communicator, confident to express your own views and demonstrate strong interpersonal skills that build long term relationships and trust.
• Proficient with MS Excel logical, financial, math, statistical and information functions Lookups, Pivot Table, Dynamic Pivots, Dashboards along with VBA coding and proficiency in creating dashboards and Automation.
• Good knowledge of Domain.
• Stakeholder Management
• Problem solving Approach

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work life balance while empowering you to be your authentic self.

Furthermore, all colleagues enjoy two Global Wellbeing Days each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it!

Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued.