CSS Team Lead

Client Success Specialist - Team Lead

Are you interested in exploring something different while applying your existing insurance experience & knowledge with a leading global organization? Looking for a leadership opportunity with the chance to be mentored by senior leaders? This can be the role for you!

This is a hybrid role with the flexibility to work both virtually and from our Toronto office.
This role may require you to work in different time zones based on client needs.

Applicants must be legally authorized to work in Canada. This role is not eligible for sponsorship, and we are unable to sponsor or take over sponsorship of an employment visa or work permit.

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

We are looking for an emerging leader to lead a medium-sized team of client success professionals. You will not only handle day-to-day work allocations, results and critical issues but also provide input into talent selection, performance management and the overall excellence of the Client Success team

• Lead all aspects of employee performance and where appropriate, communicate disciplinary and corrective action
• Make hiring decisions, evaluate and reward team performance, recommend training and development opportunities
• Ensure the team is resolving inquiries and maintaining SLAs associated with Aon Client Services (ACS) service delivery
• Schedule and coordinate personnel to accommodate workflow; distribute work assignments to Specialists based on specific levels of expertise.
• Periodically review work performed by colleagues to verify that Specialists identify and retrieve relevant compliance documentation vital to process renewals, invoices and any other ACS results
• Validate colleagues are performing the required activities to initiate and deliver a renewal, process an invoice, issue auto liability cards, issue urgent certificates, initiate endorsements and process other client requests
• Follow-up with Specialists for status on large revenue renewals from Brokers, Account Executives, Regional Directors and Branch Managers and report on the status for month and quarter close
• Ensure Specialists keep the system of record (ie: Xpress and Polaris) accurate and current. Accurate maintenance of documentation in FileNet
• Assist Specialists in developing effective relationships with outsourced service providers. Coordinate activities with internal units as required.
• Review specialist performance to determine if client fulfillment is following client expectations
• Help colleagues troubleshoot and resolve basic client issues around ACS services.
• Provide direction and mentorship to team members who are confronted with unfamiliar or complex client issues
• Participate in office and client visits.
• Take part in the development of client solutions with Producers and Client Relationship Managers as required.
• Measure and maintain the client delivery standards through SLAs and matrix, ensuring that the entire team is working together to service the client.
• Perform analyses and root cause assessments into servicing issues and bring them up to appropriate teams as required.
• Routinely confer with the team to ensure they are properly supported and provided with appropriate tools and training.
• Develop, recommend, implement, and interpret client service procedures; evaluate the ongoing effectiveness of current operations and systems;
• Develop, interpret, and ensure the consistent application of policies.
• Address unusual or difficult inquiries/situations through direct personal action or refer to the appropriate individuals; research complex issues and ensure their resolution.

How this opportunity is different

CSS Team Lead is an integral part of the ACS Leadership Model. This position works synonymously and in collaboration with Regional and National leaders. This colleague will have the opportunity to guide and mentor seasoned and new colleagues who are beginning their careers within Aon and the insurance industry. Working out of our Toronto Office, the Team Lead will be working with a diverse group of Account Executives, Brokers and shared service staff in a fast-paced environment supporting clients from all different commercial risk sectors. Successful candidates will understand the importance of cultivating significant relationships, leading inclusively and empowering employees to put their best foot forward while undertaking new challenges.

Skills and experience that will lead to success

• Demonstrated leadership skills in leading service teams that support medium to large commercial clients
• Proven technical competency in commercial insurance, capable of demonstrating innovative and controlled solutions
• High level of ease with learning and using various tools and technologies, including but not limited to, intermediate- to advanced-level Excel skills (Pivot Tables, V-Lookup, complex formulas)
• Ability to explain the value of standardized and centralized operations to communicate the value Aon brings to the most challenging clients
• Experience in resource deployment and utilization management
• Demonstrated strength in developing and coaching colleagues to consistently exceed client expectations
• Finely honed interpersonal skills, including the ability to interact effectively with a wide variety of internal and external partners
• Thriving in a fast-paced, result-driven environment that requires colleagues to multi-task, react quickly and perform tasks that are not routine
• Ability to identify and analyze client needs to develop solid solutions
• Must possess and maintain appropriate brokers’ license
• Experience in internal platforms considered an asset but not required

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. 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, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

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, diverse 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 welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com

#LI-HYBRID
#LI-NA1