Resource Manager

2 weeks ago

Lincolnshire, Kentucky, United States Aon Full time
Job Summary

We are seeking a highly skilled Resource Manager to join our Client Services team in Chicago, IL. As a key member of our team, you will be responsible for ensuring 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, creating a transition plan that 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.

Requirements:

  • 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 expectations 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' licenses.
  • BS/BA degree preferred.

About Aon:

Aon is a global professional services firm that provides a range of services, including risk management, insurance, and human resources consulting. We are committed to creating a diverse and inclusive workplace where all colleagues feel empowered to be their authentic selves.

Benefits:

  • A comprehensive package of benefits for full-time and regular part-time colleagues, including a 401(k) savings plan with employer contributions, an employee stock purchase plan, consideration for long-term incentive awards, medical, dental, and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability, and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance, and supplemental life and AD&D insurance.

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