IND Client Service Coordinator I

2 weeks ago

Gurugram, India Aon Full time

The IND Client Service Coordinator is accountable for 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 supporting 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. Owning and managing the relationship and expectations between Operations teams and key stakeholders, these include the Client, Client Managers, Third Party Providers and other Internal Aon Parties. Monitoring and coordinating 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.

SKILLS/COMPETENCIES REQUIRED :

High level of self- motivation and proactivity. 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. Proficient with MS Excel logical, financial, math, statistical and information functions Lookups, Pivot Table, Dynamic Pivots, Dashboards Good Communication skills Stakeholder Management H&B Domain Knowledge 2544552

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