Service Delivery Leader, Singapore

Posting Description:
**Service Delivery Leader, Singapore**

We are hiring a Service Delivery Leader, Singapore to join our Aon Client Services Team (ACS)

The ACS team is a business critical operating unit within Aon Singapore, providing best in class broking service support to our Client Relationship Managers and clients.

The ACS team include Managers, Assistant Managers & Executives. The team assists our Client teams with all aspects of client service support in managing the life-cycle of an insurance policy.

**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, diverse team, and we are passionate about helping our colleagues and clients succeed.

**What the day will look like**

**Overall**
- Leadership of a large, multi-functional service team providing administrative support to our broking teams and clients. This involves managing the workforce and workflow to support client service delivery and liaising with various stakeholders across all parts of client base.
- Leads ACS Singapore Leadership Team
- Ensure compliance with technical, legislation and service standards
- Increasing the speed and accuracy of service delivery to clients, whilst reducing costs
- Managing key stakeholder relationships throughout the solution lines.
- Identifying and delivering continuous improvement initiatives that support the Target Operating Model
- Cultivate a culture of service excellence and implementing continuous business improvement activities.
- Ensure compliance with technical, legislation and Aon policies and procedures
- Lead and encourage staff in the pursuit of high performance and professionalism.
- Develop individuals and teams to grow capability fit for now and the future through the provision of mentoring, coaching and professional development activities.
- Encourage goal-oriented collaboration amongst the team through open communication; focus on common purpose and active personal participation
- Escalation point of client complaints and issues that are generated from direct reports
- Assist direct reports to exceed customer service standards for the group
- Proactively developing and maintaining effective internal relationships across the business

**Planning & Organising**
- Executing the service support model
- Evaluating staff workloads and performance
- Performance standards and development plans for direct reports are in place via completed PMAs
- Manage E&O's, ensure reporting, due process and escalation followed
- Improve data quality to required targeted levels / educate staff / process improvement

**Analysis**
- Demonstrating reduction in cost to serve
- Assist in succession planning for key positions within the division
- Review and audit client files to ensure that they are in accordance with policy and procedures
- Conduct client service methodology analysis to develop client standards
- Ensure client service plans and methodologies are applied consistently to each client segment
- Identifying process improvement opportunities to ensure service standards are exceeded

**How this opportunity is different**

The Service Delivery Leader is responsible for managing all service activities delivered as part of the Aon Client Services Team (ACS). Plans, develops, and monitors productivity, service, and quality standards to ensure client satisfaction along with the development and management of innovative, high value, best-in-class solutions, services, capabilities, and expertise in line with our Target Operating Model and models a “one-firm” mindset at all times.

**Skills and experience that will lead to success**
- Strong leadership credentials with a background leading teams
- Relevant service delivery / process management experiences
- A strong background in the Financial Services sector, ideally with insurance experience
- An innovative and collaborative approach
- A commitment to exceptional client service
- Exceptional relationship and communication skills
- Proven ability to deliver product/solution innovations
- Proven ability to identify and retain top talent
- Builds inclusive and diverse teams. Fosters an environment in which all employees are valued and heard
- Motivates and inspires others, creating an environment for continuous learning and connection
- Holds all regulatory licenses, permissions and technical or other requirements applicable under local legislation (or willingness to obtain)
- Understanding of General Insurance
- Strong experiences using software programs, such as Word, Excel, and PowerPoint
- Relevant degree would be advantageous

**How we support our colleagues**

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermor