IND Client Service Associate

6 days ago

Gurgaon, Haryana, India Aon Full time

The Client Service Coordinator is a key role within our Operations team at Aon. This position is accountable for delivering day-to-day service and client management for a Business Area or location. Your responsibilities will include:

  1. Supporting operational service delivery to Clients through our Operations teams.
  2. Owning and managing the relationship and expectations between Operations teams and key stakeholders, including Clients, Client Managers, Third Party Providers, and Internal Aon Parties.
  3. Monitoring and coordinating current operations per client, ensuring Service Level Agreements (SLAs) and client projects are delivered to required standards of quality and timeliness.
  4. Ensuring all client-generated Escalations, Complaints, and Corrective Actions are owned and proactively managed to closure within agreed deadlines.
  5. Improving client knowledge, awareness, and best practice across teams, ensuring colleagues have the appropriate level of knowledge to deliver exceptional service.
  6. Identifying any service delivery risks for each client, ensuring mitigating actions are implemented, as appropriate.
  7. Cooperation with Team Managers to help with team capacity analysis and resource planning.
  8. Managing client projects, release cycles, CRs (including CR estimates), and following up with lessons learnt analysis and implementation.
  9. Ensuring any tasks that are beyond the standard contracted services to clients are confronted with a standardization approach and highlighted to the Client Manager or raised as CRs.

Requirements for this role include:

  1. A high level of self-motivation and proactivity.
  2. Effective problem-solving and analytical skills to anticipate future needs/issues, including leading on identifying solutions and making recommendations.
  3. Ability to effectively plan, prioritize, and execute tasks in a high-pressure environment, including adapting to shifting priorities, demands, and timelines using analytical and problem-solving capabilities.
  4. Proficient with MS Excel for logical, financial, math, statistical, and information functions, including Lookups, Pivot Tables, Dynamic Pivots, and Dashboards.
  5. Good Communication skills.
  6. Stakeholder Management.
  7. H&B Domain Knowledge.

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