Assistant Service Manager

Aon; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

Global Wellbeing Days

Smart Working

Diversity & Inclusion

Job summary

Aon is seeking an Assistant Service Manager to lead a team within its Client Service broker support area across Sydney and Melbourne. The role offers hybrid work flexibility with options to work from home and in our office, supporting insurance quotes, client queries, renewals and broker interactions.

The ideal candidate will have strong administration and customer service skills, coaching ability, attention to detail, and experience coordinating with brokers.

Qualifications

• Experience in insurance client service and broking administration.
• Ability to coach and mentor staff and manage escalations.
• Strong attention to detail and customer focus.
• Proven ability to work with brokers and deliver service excellence.

Responsibilities

• Provide operational support in a client service/broking team.
• Support the Service Manager with escalations and day-to-day management.
• Onboard, train, and mentor junior staff while ensuring compliance.
• Collaborate with brokers to handle renewals, invoices, and policy documentation.
• Identify process improvements and drive service delivery enhancements.

Skills

Team coaching

Customer service

Negotiation

Stakeholder management

Tools

Microsoft Office

Job description

Assistant Service Manager (Sydney/Melbourne)

Aon is looking for an Assistant Service Manager to help lead a team within Aon’s Client Service broker support area.

Assistant Service Manager (Sydney/Melbourne)

Aon is looking for an Assistant Service Manager to help lead a team within Aon’s Client Service broker support area. The Aon Client Services (ACS) team is a business-critical unit and a cornerstone of our drive to enhance customer experience. With a presence in 6 locations across Australia, ACS provides best-in-class client service support across all market segments This is a hybrid role with the flexibility to work from home and from our Aon 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 organisation, 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

The team is integrated within a client facing insurance broking team where day to day service support is provided in many facets of client and market interactions. The key activities performed by the team include obtaining insurance quotes, addressing client and insurer queries, negotiating terms, performing premium calculation and issuing invoicing and policy documentation. In addition to these core renewal activities, the team also contributes to a wide range of tasks such as data analysis, client projects and new business tenders. This position will play a pivotal role in helping Aon evolve and improve its customer service delivery program. You will be offered opportunities to engage on key projects, formulate plans for team development and be hands‑on with servicing key corporate accounts.

Responsibilities

• Playing a support leadership role in an insurance customer service and broking administration team
• Act as a subject matter expert and provide operational support
• Support the Service Manager with any escalations
• Working to support Specialty Solution clients in a collaborative team
• Responsible for onboarding, training, mentoring junior members of staff, compliance and some management tasks
• Helping the Service Manager with the day to day running of the team, reporting, meetings and projects
• Directly working with brokers to assist with client needs; from preparing renewals, working with insurers, to completing a variety of administration tasks
• Build and maintain effective relationships with staff and key stakeholders and optimise Aon’s feedback model to drive ongoing development
• Identify and support delivery of process improvement opportunities

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

To be successful in this role, you will be passionate about a career in insurance and have strong administration and customer service skills.

Our Ideal Candidate Will Relate To The Following

• Ability to coach and mentor staff members
• A commitment to exceptional client service with high level of attention to detail
• Influencing and negotiation skills (inc. ability to delegate workflow)
• Proficient in Microsoft office suits (Word, Excel, PowerPoint and Outlook)
• Ability to think creativity and collaboratively with other staff members
• Strong relationship building skills
• Ability to analyse information and provide key insights
• Able to work under minimal supervision
• Strong organisation skills and work disciplines

This is an excellent development opportunity for a polished and credible professional to enhance their corporate skills and build on capabilities in a diverse and challenging role. Ongoing support and mentoring will be provided to ensure your success and a pathway for career progression.

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.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on [e-mail]. 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.