Resource Manager
2 weeks ago
We are seeking a highly skilled Resource Manager to join our Client Services team in Chicago, IL. The successful candidate will be responsible for managing the fulfillment of service requirements to assigned Aon Retail Brokerage clients through resources offshore.
Key Responsibilities- Manage overall client satisfaction and participate in decisions involving service-related issues and resolution/solutions with the offshore team.
- Evaluate and recognize staff performance in collaboration with the offshore team, recommending and providing training and development opportunities.
- Oversee resources to accommodate workflow and manage client deliverables.
- Monitor resources and transactions to ensure the necessary activities to initiate and deliver a renewal, process an invoice, issue auto IDs, process surplus lines, resolve premium account discrepancies, initiate endorsements, and process other client requests.
- Audit performance to determine if client fulfillment is in accordance with client expectations regarding timeliness and accuracy of deliverables.
- Troubleshoot and resolve client issues around ACS deliverables.
- Provide direction and guidance to team members who are confronted with unfamiliar or complex client issues.
- Conduct office and/or client visits upon request.
- Participate in the development of client solutions with ARS Field Office Management.
- Revises program based on customer feedback and results; creates transition plan which includes training for resources in India, establishment of service measurements, and a timeline for actual transition.
- Manage special projects to streamline processes handled by offshore ACS partners.
- Must have 3 or more years of work as a Client Service Representative and over 7 years of commercial insurance and/or related business experience.
- Must be available for up to 2 - 4 trips a year or as needed for a period of up to 30 days for training in India.
- Proven leadership skills in a team environment.
- Proven technical competency in commercial insurance, with the ability to demonstrate capabilities to create innovative and controlled solutions.
- Experience in resource deployment and utilization management.
- Strong interpersonal skills, with the ability to interact effectively at various levels.
- Proficient use of technology to meet the expectation of both internal and external clients.
- Successfully operates in a fast-paced output-driven environment that requires staff members to multi-task, react quickly, and perform tasks that are not routine.
- Ability to identify and analyze client needs to develop solid solutions.
- Must maintain appropriate brokers' license.
- BS/BA degree preferred.
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