Associate Director

The Client Service Associate Director is a senior role that manages Corporate Clients' Employee Benefits programs with revenue above S$150K and serves as the escalation point for all client issues. This includes overseeing group insurance plans and flexible benefits programs while cultivating strong relationships with Human Resource and C&B leaders. The role involves providing expert advice on program design, renewals, cost management, market benchmarking, and ensuring service excellence through effective team leadership. Strong Interpersonal skills is a must for the Client Relations Associate Director as he/she will be expected to engage in conversations with clients at all levels.

**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.

**What the day will look like**
- Consulting
- Provide regular consultative advice on benefits program strategy, plan enhancements, market trends, regulatory updates and cost management.
- Build trusted partnership with Human Resource and C&B stakeholders, understanding their business priorities, workforce needs and benefits objectives.
- 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
- Champion Aon United
- Hold direct client relationship with all Corporate client’s revenue >$150K
- Service Delivery
- Oversee the design, placement, and renewal of group insurance programs
- Ensure high service standards through effective team leadership and operational oversight. - Support Client Service Leads / Director in driving and delivery operational excellence to achieve client retention &/or organisational outcomes.
- Concurrently work along with Client Relations Team (CRM) to develop client-related initiatives to provide a holistic approach to benefits consulting and to develop / hold client relationship within agreed scope of work.
- Execute strategies to drive client profitability and cost efficiency, such as identification of opportunities to reduce time cost or additional fee negotiation
- Maintain professional relationship with internal stakeholders including local market colleagues, regional and global teams
- Ensure strong collaboration between Client Service (CS) 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 - Work on issues and develop conclusions to execute solutions that impact clients
- Ensure prompt payment by clients and credit control position is within acceptable range
- Act as escalation point for all clients
- Tight governance of peer review process to ensure high standards of clients’ deliverables and minimise incidence of error and omissions

Key Leadership Dimensions:

- Act with Integrity, Work as One, Support our Colleagues and Bring the Best to:

- Create Client Value - Ensures efficient processes and quality deliverables for clients; Triages/identifies/articulates issues, addresses/resolves problems and drives win-win solutions for clients, carriers and Aon;
- Develop Teams - Coaches others to present data analytics, facts and ideas in an effective way; recognizes excellent performance and provides constructive feedback in a respectful action-oriented manner; Enable Innovation - Demonstrates a breadth of knowledge and experience; implements new ideas that improve team effectiveness;
- Deliver Business Results - Manages client and stakeholder expectations; delivers value without compromising quality.

**Skills and experience that will lead to success**
- Degree or Diploma from a recognised university or polytechnic
- In-depth knowledge of the overall employee benefits program (standard and bespoke), its funding mechanism, broking processes, market segments and marketplaces
- Minimum regulatory requirements (BCP, PGI. CommGI, HI, M5, M9) for registration as Broking and FA rep with MAS - 5 to 7 years of related experience
- Accountable and ability to Lead, manage, supervise, support and provide training to others
- Ability in resolving complex client issues based on existing solutions and process - Effective communicator, self-awareness and emotional intelligence
- 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
- Able to think creatively and critically, making good judgement and decisions
- Alignment to departmental and organizational visi