Service Manager

1 week ago

Adelaide city centre, South Australia Aon Corporation Full time

Posting Description:

  • Drive the implementation of the COE strategy
  • Lead quality improvement initiatives through feedback, qualitative and quantitative data
  • Key leadership role based in Adelaide

Service Manager - Centre of Excellence


The Aon Client Services team (ACS) is a business-critical operating unit within Aon Australia, providing best in class broking service support to our Client Relationship Managers and clients.

The Centre of Excellence (COE) is a centralised team based in Adelaide that performs a mix of scalable standardised high volume and specialised complex tasks.

There are 20 colleagues onshore and is supported by approximately 24 offshore resources.


This role has prime responsibility for managing the performance of the COE and responsibility for executing the service support model, implementing continuous business improvement activities and ensuring that client service standards are exceeded by guiding and directing the team.


There is also the opportunity to be involved in the future expansion of the function to move into a regional solution across APAC, potentially creating exciting growth and career development opportunities.


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

  • Drive the implementation of the COE strategy
and lead the implementation according to Aon standards and tools to drive and facilitate the successful delivery of the COE project

  • Foster a culture which drives and encourages high performance, collaboration, agility and accountability in the delivery of outcomes aligned with Aon's strategy; while modelling and promoting a strong risk culture throughout the business unit in line with the Aon's risk management and governance frameworks.
  • Lead, motivate and mentor the team, monitoring performance, fostering ongoing professional development and ensure staff have the knowledge and skills to achieve their work objectives in alignment with Aon's values.
  • Coordinating COE operations to meet business demands and ensuring strategic connections with all stakeholders
  • Lead the execution of a COE governance, reporting and review framework. Manage interdependencies and coordination that information relating to project deliverables, risks and issues are effectively communicated between stakeholders and that key performance indicators are monitored and evaluated.
  • Deep understanding of the corporate mission and strategic objectives and able to communicate these effectively
  • Proactively manage resourcing requirements, evaluating staff workloads and performance to ensure service delivery targets are consistently met
  • Drive quality improvement initiatives and ensure a highquality standard of service delivery through qualitative and quantitative data and feedback loops

How this opportunity is different
As an Aon colleague, you will never be limited by your job title.

Instead, you will learn and grow alongside some of the most talented people in the business, who genuinely want you to be the best version of yourself.


We honestly believe that our culture is different, with authentic and inquisitive individuals who each bring something unique to our team.

Be you, be unique with us.

Skills and experience that will lead to success

  • Operational leadership experience and success in managing complex and evolving organisations
  • Extensive management experience in a fast paced, high impact operational environment
  • Tertiary education preferred
  • Strong internal and external stakeholder management and communication
  • An ability to comply with group management systems and policy to manage risks and report incidences
  • Highly developed interpersonal, communication and influencing skills
  • Strong analytical skills with high level planning and lateral problemsolving skills

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 recognise 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 workpl

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