Head of Client Service Delivery - Global Broking Centre

AON; London; On-site; GBP 200,000 +; Full time

Job summary

A leading global service provider in London seeks a Head of Client Service Delivery to oversee operational excellence and strategic initiatives. The ideal candidate will lead a large team, ensuring high service levels while managing budgets and driving continuous improvement. Strong experience in insurance operations and leadership is essential. This role promises a dynamic work environment and a commitment to inclusion and innovation.

Benefits

Inclusive environment

Wellbeing focus

Continuous learning culture

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.
• Deep understanding of high-quality service in (re)insurance or financial services.
• Skilled in capacity planning and budget oversight using data-driven approaches.
• Strong relationship-building across executive levels and matrixed organizations.
• Detail-oriented with a track record of process improvement and high service KPIs.
• Inspiring leader, effective in change management and team motivation.
• Able to simplify complex issues and communicate changes clearly.
• Calm under pressure and thrive in dynamic environments.
• Open to new tech and ideas, with a drive to pilot improvements.

Responsibilities

• Accountable for delivery of an effective broking support function.
• Own the end-to-end client service for the GBC.
• Act as senior escalation point for complex service issues.
• Drive operational excellence and meet operational KPIs.
• Manage budgets and resources effectively.
• Lead and mentor a high-performing team across multiple locations.
• Foster an inclusive, collaborative culture aligned with Aon’s values.
• Drive processes efficiency and standardization.
• Represent CSD in client meetings.

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

Lloyd's

DXC

PPL

Whitespace

Job description

Overview

Head of Client Service Delivery- Global broking Centre

We’re seeking a high-performing operational leader to head our Client 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 as Project Meridian and the GBC 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.

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

What the day will look like

Responsibilities

• 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
• 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.
• 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.
• Drive processes efficiency and standardization
• Complete Project Meridian rollout and embed offshore operations
• Use data and feedback to drive continuous improvement and innovation
• Provide regular updates to senior leadership on performance and transformation progress
• Represent CSD in client meetings and governance forums
• Ensure CSD is working in accordance with the Aon UK Risk Management Framework, and compliance with the Aon UK policies

Qualifications

• 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)

Benefits and Support

We support our colleagues with an inclusive environment, wellbeing focus, and a variety of working style solutions. Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. 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. We provide equal employment opportunities to all employees and applicants 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. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing [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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2025-93107