Operations Manager

Are you passionate about delivering a premier client experience? Do you enjoy leading a team, developing new processes and growing your skills?

If so, this position could be the beginning of an outstanding relationship. Apply today!

This is a hybrid role with the flexibility to work both virtually and from Aon's Bannockburn, IL office.

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

Your day will focus on people - Aon's clients and Aon's colleagues - and delivering a great experience for both. You will be responsible for continuing to deliver results in established processes, and also in continuing to shape development of new support models for Aon's industry-changing client tools.

Your team is the first point of contact for clients in the event of a service issue. You will lead this team of 5-20 client-facing agents (a mix of Aon badged and vendor resources) to address these issues skillfully and empathetically.

You will ensure your team has the training, encouragement and resources to deliver a great client experience. You will lead them in their day-to-day duties and monitor their quality and operational performance to support their continuous development and learning, and so continuously improve the client experience.

You will analyze data to identify areas of improvement, develop and lead initiatives to implement those improvements. You will report performance to senior leaders and you will engage with stakeholders across Aon project teams and third party contract managers.

In addition, duties will include

• Provide training/coaching to the team and individuals as required
• Management responsibilities - regular 1:1 sessions, annual goals and evaluations, compensation reviews, attendance and engagement
• Deliver regular updates to your team, connect regularly with leadership
• Meet regularly with Aon's Contract Manager and the vendor account team to review production and quality of contract agents
• Take ownership of and maintain the 'Question and Answer' documents for agents
• Provide daily, weekly, monthly and yearly production numbers to Aon's leadership
• Manage the NICE CXone phone system, including working with Aon and NICE managers to ensure continuous operation of the system, troubleshoot any system errors and provide UAT training to the team for any system updates
• Manage updating access to the Aon's Grip program

How this opportunity is different

This role is a unique combination of leading an established team that already delivers high standards of client service and leading a new team to support clients who are using Aon's industry-changing tools.

This is the opportunity to mark your mark on the new team and deliver real client impact - working with subject matter experts to learn from real issues that will lead to improved processes and exemplary client interactions that maintain and enhance relationships with Aon's clients.

In demonstrating your skills in this area, you will likely be engaged to support decision making for ongoing support requirements in other established and new processes.

Skills and experience that will lead to success

• Demonstrable experience in managing and resolving client issues
• People management - being responsible for client service through leading a team
• Growth mindset, curiosity and a willingness to learn - and using these skills to deliver continuous improvement
• Data driven, with ability to analyze data to make evidence-backed decisions
• Ability to adapt communication styles to guarantee successful outcomes - with clients, and across all levels of Aon (senior leaders, peers, team members and third parties)

Education: Bachelor's degree preferred or equivalent years of industry experience.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position (intended for U.S. applicants) is $82,100 to $104,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; 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; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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