Client Service Manager

Farnborough, UK
13 Sep 2019
26 Sep 2019
Contract Type
Full Time
ResponsibilitiesClient Service Manager

We're hiring!

Aon are currently recruiting a Client Service Manager to join our team. This role sits within our Global Benefits Team and can be based in either Farnborough, St Albans, Bristol or home based. The Client Services Manager will be the prime point of contact in managing and developing client partnerships and will be accountable for the delivery of all elements of the service provided, including on-going administration, projects, change, revenue and relationship management.

Our Global Benefits Team specialise in all aspects of employee benefits including flexible benefits, salary sacrifice, voluntary benefits and pensions to name a few. We serve clients all around the world and this role will be part of a global team covering many locations.

Whatever clients are trying to achieve, whether it's to increase staff retention, be an employer of choice, or build a cost effective benefits solution, our team of experienced, award-winning benefits experts can help them.

About Aon

Headquartered in London, Aon Plc is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.

Aon is an equal opportunities employer. Aon's recruitment and selection policy ensures the best possible skill mix of colleagues and the highest quality candidates are appointed using objective job-related criteria.

About the Role

Your impact as a Client Service Manager

The Client Service Manager is responsible for the delivery of all elements of the service provided to their client(s) as well as improving quality in both the delivery of change and business as usual activities;

Leading governance globally for aligned clients, bringing together multiple teams and projects to summarise and present our current position and challenges.
Acting as primary point of Escalation for the Client, develop relationships to build trust with senior members within the Client organisation,
Meet with client contacts regularly to discuss performance, service failures, corrective actions, issues, concerns and to understand likely future client changes affecting service
Ensure the provision of regular service and project reports to clients
Lead client meetings to report on performance of contracted services and projects, discuss initial change requirements
Act as an expert on Aon services including operations, standard delivery model and product providing support and expertise to clients.
Act as the prime source of overall knowledge on client contracts including statement of work, SLAs, KPIs and service penalties
Manage and measure Client satisfaction for overall service performance
Programme management including, but not limited to, annual enrolment, scheme design and legislative changes, salary reviews and data conversions, working on multiple client events at any one time
Support project stages as needed representing BAU Service in implementations
Ensure the implementation team are involved in and kept informed of all client change proposed and agreed in advance.
Identify new revenue generating opportunities and compile proposals
Identify work which is outside agreed scope with client
Ensure service delivery meets or exceeds all contractual service level agreements, includi...

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