Head of Client Service Delivery- Global Broking Centre

Aon Corporation; London; On-site; GBP 90,000 - 130,000; Full time

Job summary

A leading global financial services firm in London is seeking a Head of Client Service Delivery to lead the Client Service Delivery function. This pivotal position oversees a multi-location team, ensuring exceptional service delivery in complex operational environments. The ideal candidate possesses strong leadership skills, industry expertise in insurance, and a commitment to operational excellence. This role comes with comprehensive benefits and an inclusive workplace culture.

Benefits

Comprehensive benefits package

Global Wellbeing Days

Continuous learning culture

Qualifications

• Experience in leading large teams (50+) 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.

Responsibilities

• Accountable for effective broking support function delivery.
• Drive operational excellence, ensure GBC meets and exceeds operational KPIs.
• Lead and mentor a high-performing team across multiple locations.

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 are seeking a high-performing operational leader to head the Client Service Delivery (CSD) function within Aon’s Global Broking Centre. The Global Broking Centre in London provides global Aon client-facing offices with access to London-based insurers and innovative capital providers, and this role is pivotal in ensuring seamless service delivery across London Market operations while driving strategic transformation initiatives such as Meridian and the GBC 3x3 strategy.

You will 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 is to deliver exceptional client service, embed a target operating model based on new digital tools, and elevate operational excellence.

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 while 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, involved 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 leverages Aon Business Services scale.
• Drive operational excellence, ensure the GBC meets and exceeds 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 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

• Ensure CSD operates in accordance with the Aon UK Risk Management Framework and complies with UK policies.

Qualifications

• Senior Operations Leadership: Experience in leading large teams (50+ including managers) in insurance operations or client service, with success in complex environments.
• Industry Expertise: Strong knowledge of the London insurance market or global broking operations.
• 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)

What we offer

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Our agile environment supports wellbeing and work/life balance, including two "Global Wellbeing Days" each year. We offer diverse working style solutions for our colleagues.

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 for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital or domestic partner status, or other legally protected status. If you require accommodations during the application or interview process, please let us know 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