Associate Director

Overview

The Associate Director will work closely with the team leader or independently with minimal supervision to manage allocated accounts. The Associate Director will maintain direct relationships with allocated clients with revenue >$50K, act as the main point of contact for all clients under their care, and engage internal and external collaborators at all levels.

The Associate Director is required to support and champion all client-related initiatives and ensure distinctive client values set out in the Aon United Blueprint strategy are achieved. Key focuses include building new client relationships, driving client retention with active growth strategies to achieve organizational business outcomes.

Together with the team leader, the Client Relations Associate Director shares responsibility for the financial and non-financial performance of the team.

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 Client Relationship Role – Strategic Management

• With current clients - Focus on building strong client relationships and seek growth initiatives.
• New Business Support – Be ready to support sales pitches to implementation for the first year, especially for Tier 1-3 clients.
• Working with colleagues on the same allocated accounts/clients - Be ready to coach and mentor client-facing colleagues with direct working relationships. This includes client servicing, broking and other supporting units rendering services to the same mutual clients.
• Build highly effective teams by understanding Aon’s core values and demonstrating leadership qualities; provide feedback to the team consistently.
• Projects – Support all new revenue-generating and client value proposition projects, juggling multiple responsibilities to deliver high-quality business results.
• Actively seek market intelligence to build knowledge-based management; drive clients’ discovery meetings to understand how Aon’s value propositions meet their organizational needs. Monitor market competitors to build strategies to retain and grow clients.

Consulting Capabilities

• A strong listener, critical, creative, analytical, with interpersonal abilities to engage and lead clients in strategic thought leadership conversations. Ability to make sound business judgment calls is key, also applicable to internal collaborators to drive high-quality deliverables.
• Insured & Non-Insured Programs – possess market knowledge, experience, and capabilities. Flexible benefits consulting experience is a must (articulating value proposition, plan design, implementation). Experience managing other ad-hoc consulting projects such as benchmarking and/or M&A benefits harmonization and implementation.
• Aon United - Champion all client-related initiatives within the Aon United Blueprint Strategy, Aon Client Promise, TBS Explorer, Aon Pulse, Aon Care, Wellbeing Solutions to Voluntary Benefits and other solution lines.

Service Delivery

• Maintain professional and collaborative relationships with internal collaborators including local market colleagues, regional and global teams.
• Support all clients’ activities and meetings; prepare reports, minutes of meetings, and communications collateral; lead discussions and follow-up on open items until closure.
• External vendors, insurers or providers – Build and maintain strong relationships with vested interests in growth strategy.
• With internal collaborators - Ensure strong collaboration between Client Relations and other functions (e.g., Broking, Claims, CoE, Flex, Admin, legal) to deliver distinctive client values.
• Develop strong bonds to achieve year‑over‑year business results. Focus on client retention and steer any lost accounts back to profitability.
• Ensure timely and quality services are rendered within clients’ expectations to build trust.
• Identify key challenges and service gaps; develop robust solutions and implement them to improve service satisfaction.
• Active governance around clients’ payment, credit control position, and debt management within an acceptable range.
• Act as the main point of contact for all clients.
• Tight governance of peer review processes to ensure high standards of client deliverables and minimize errors and omissions.

Key Leadership Dimensions

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

• Create Client Value – Ensure efficient processes and quality deliverables; triage, identify, articulate issues, and drive win-win solutions for clients, carriers and Aon.
• Develop Teams – Coach others to present data analytics, facts and ideas effectively; recognize excellent performance and provide constructive feedback.
• Enable Innovation – Demonstrate breadth of knowledge and implement ideas that improve team effectiveness.
• Deliver Business Results – Manage client and collaborator expectations; deliver value without compromising quality.

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
• More than 10 years of related experience
• In-depth knowledge of the overall employee benefits program (standard and bespoke), all funding mechanisms, broking processes, market segments and marketplaces. Ability to understand client profiling and recognize client needs and priorities with sensitivity
• Good skills on MS systems including Word, Excel, PowerPoint
• Has a keen sense of responsibility, good communication with self-awareness, social & emotional intelligence, embraces DE&I collaboration, accountability, flexibility and consistency to lead colleagues across all functions to focus on activities that lead to business results and growth
• Ability to embrace and execute organizational changes
• Senior stakeholders/ C-suite management skills
• Align and work to meet department/organizational visions and goals
• Guide others in resolving complex issues using independent discretion and judgment to determine appropriate solutions and processes

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