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Business Process Management
2 months ago
Head of Business Process Management and Client Delivery
As the Head of Business Process Management and Client Delivery, you will be responsible for Aon’s BPM and Client Delivery Colleagues, setting priorities, and ensuring all business processes are well designed and transformation initiatives implemented drive efficiency and effectiveness across the organization. You will be driving the company’s business process design and developing solutions to deliver to our clients a fast, efficient, and compliant experience. You will provide support for Solution Lines and Countries for the design of future initiatives or product offerings. You will partner with leadership to plan, implement, and measure efficiency and outcomes of investment in transformation initiatives. You will enable our client-facing colleagues to bring the best of the firm to clients and deliver our Aon Proposition. To achieve this, you will lead a diverse team of specialist colleagues to deliver across a full range of business process and commercial support activities with excellence, you will bring together the benefits of scale, efficiency, and consistent application of global standards and support delivery of the enabling tools, technology, and processes.
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
Business Process Management
Work with the Solution Line Leaders and Chief Operating Officers across the company to set the strategy and roadmap for Aon’s long-term growth.
Assess current business processes to identify inefficiencies and areas of improvement.
Build new processes that improve efficiency, productivity, and alignment with business goals.
Establish documentation capabilities to house all business processes, controls, and design documentation.
Lead all aspects of the rollout of new processes, ensuring accurate communication, training, and integration with existing systems.
Continuously supervise and evaluate the efficiency of implemented processes, adjusting as needed.
Capture Feedback from partners and users to identify further improvements and address changes in business, compliance, or regulatory environment.
Ensure that designed processes align with relevant regulations, policies, and industry standards.
Collaborate with IT teams to integrate technology solutions that support and enhance the designed processes.
Implement change management strategies to facilitate a smooth transition for employees impacted by process design.
Promote a culture of continuous improvement where processes are regularly reviewed and refined to adapt to changing business needs.
Client Delivery
Enable adoption of business processes across various geographies and solution lines.
Oversee performance of processes to ensure consistency in delivery.
Root cause issues and develop recommendations for improvement.
Establish relationships with all solution line leaders and country leaders to monitor progress and efficiency of processes.
Understand business needs and requirements.
Serve as a conduit / liaison between business and centers of excellence.
Hold business reviews to discuss current performance, issues and/or changing requirements.
Execute high impact priorities
Collaborate across the organization to synthesize and develop long-term capabilities, investments, and supporting organizational structure for business process excellence.
Align on critical priorities needed to enable near-term transformation initiatives to standardize, centralize and enable automation for business processes to better serve our clients and colleagues.
Ensure all processes meet compliance and regulatory requirements.
Develop an environment of continuous process improvement.
Define Future State and Three-Year Roadmap
Collaborate across the organization to synthesize and develop long-term capabilities, investments, and supporting organizational structure for Business Process Management and Client Delivery
Evaluate and evolve the operating model to support business strategies.
Skills and experience that will lead to success
15 plus years of experience in a leadership role
Strong expertise in business process design and operational transformation, along with shared operations experience
Ability to lead across multiple geographies and solution lines.
Strong understanding of internal controls and/or audit experience
Demonstrates ability to set strategy, drive performance, consistently produce outstanding results, cultivate ownership while carrying out company policies and applicable regulations.
Client-focused with experience implementing large scale process changes.
Ability to develop innovative solutions to complicated process issues in a fast-paced and demanding environment.
Strong communicator with the ability to artfully influence, persuade and drive action. A collaborative management style and a strong customer service orientation
Proven track record working optimally cross-functionally with senior levels in the organization.
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