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 Automatio. + Good knowledge of Domain. + Stakeholder Management. + Problem solving Approach 2560881 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 Automatio. + Good knowledge of Domain. + Stakeholder Management. + Problem solving Approach