Head of Client Service Delivery- Global Broking Centre

Aon Corporation; City Of London; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading global broking firm based in London is looking for a Head of Client Service Delivery. This role involves overseeing a multi-location team to ensure exceptional client service and drive operational excellence. The ideal candidate should have extensive leadership experience in insurance operations, strong industry knowledge, and a commitment to process improvement. This position offers a competitive salary and a comprehensive benefits package.

Benefits

Comprehensive benefits package

Global Wellbeing Days

Flexible working style solutions

Qualifications

• Experience in leading large teams (50+ incl. managers) in insurance operations or client service.
• Strong knowledge of the London insurance market or global broking operations is highly valued.
• Deep understanding of high-quality service in (re)insurance or financial services.

Responsibilities

• Accountable for delivery of an effective broking support function.
• Work with the GBC CEO and COO to evolve the vision for the Client Service Delivery function.
• Lead and mentor a high-performing team across London, Chelmsford, and Bangalore.
• Drive processes efficiency and standardization.

Skills

Senior Operations Leadership

Industry Expertise

Client Service Excellence

Resource & Budget Management

Stakeholder Engagement

Operational Excellence

Leadership & Influence

Clear Communication

Resilience & Adaptability

Innovation Mindset

Education

ACII or DIPCII certification

Tools

Market systems (Lloyd’s, DXC)

Digital platforms (PPL, Whitespace)

Job description

Overview

Head of Client Service Delivery- Global broking Centre

We’re seeking a high-performing operational leader to head ourClient Service Delivery (CSD)function within Aon’s Global Broking Centre. The Global Broking Centre in London is a central element of Aon’s global broking strategy, providing global Aon client-facing offices with access to London-based insurers and innovative capital providers.

This role is pivotal in ensuring seamless service delivery across our London Market operations, while driving strategic transformation initiatives such asProject Meridianand theGBC 3x3 strategy.

You’ll lead a multi-location team (~160 colleagues across the UK and India), overseeing pre-placement and post placement broking support including MRC and tax schedule creation, policy servicing, premium calculation and invoicing. Your mission: deliver exceptional client service, embed a target operating model based on new digital tools, and elevate operational excellence.

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 team and we are passionate about helping our colleagues and clients succeed.

What the day will look like

Client Service Excellence

• Accountable for delivery of an effective broking support function, ensuring high quality levels of service to GBC business units and clients whilst adhering to operational requirements and standards.
• Own the end-to-end client service for the GBC. Introduce a “Client Service Coordinator” framework to ensure brokers, CSD team, involving teams and fiduciary teams deliver a seamless service to Aon’s Retail Network
• Act as senior escalation point for complex service issues

Strategic, Operational and Financial Leadership

• Work with the GBC CEO and COO to evolve the vision for the Client Service Delivery function which delivers on the GBC’s overall value proposition and leverage Aon Business Services scale.
• Drive operational excellence, ensure the GBC meet and exceed operational KPIs
• Manage budgets and resources effectively, making data-driven decisions on scaling team capacity.

Team Leadership & Development

• Lead and mentor a high-performing team across London, Chelmsford, and Bangalore. Build capability in new offshore locations and integrate them into BAU
• Foster an inclusive, collaborative culture aligned with Aon’s values.
• Drive improvement of technical skills across the CSD team, in line with business needs and new digital tools.

Operational Efficiency & Process Improvement

• Drive processes efficiency and standardization
• Complete Project Meridian rollout and embed offshore operations
• Use data and feedback to drive continuous improvement and innovation

Stakeholder Engagement

• Provide regular updates to senior leadership on performance and transformation progress
• Represent CSD in client meetings and governance forums

Regulatory and Compliance

• Responsibility making sure CSD is working in accordance with the Aon UK Risk Management Framework, and compliance with the Aon UK policies

Skills and experience that will lead to success

• Senior Operations Leadership: Experience in leading large teams (50+ incl. managers) in insurance operations or client service, with proven success in complex environments.
• Industry Expertise: Strong knowledge of the London insurance market or global broking operations is highly valued.
• Client Service Excellence: Deep understanding of high-quality service in (re)insurance or financial services.
• Resource & Budget Management: Skilled in capacity planning and budget oversight using data-driven approaches.
• Stakeholder Engagement: Strong relationship-building across executive levels and matrixed organizations.
• Operational Excellence: Detail-oriented with a track record of process improvement and high service KPIs.
• Leadership & Influence: Inspiring leader, effective in change management, conflict resolution, and team motivation.
• Clear Communication: Able to simplify complex issues for execs and communicate changes with clarity and confidence.
• Resilience & Adaptability: Calm under pressure, able to juggle priorities and thrive in dynamic environments.
• Innovation Mindset: Open to new tech and ideas (e.g. AI, automation, self-service tools) with a drive to pilot improvements.
• ACII or DIPCII certification
• Familiarity with market systems (Lloyd’s, DXC) and digital platforms (PPL, Whitespace)

How we support our colleagues

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile 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 for our colleagues as well.

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 and inclusive 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.

We are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at [e-mail] or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience.

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