Client Service Delivery Coordinator

Aon; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

Aon Kraków is seeking a Client Service Delivery Coordinator to support ongoing operations and drive continuous improvement within the Broking Team. You will help manage workloads, enhance processes, and develop tools to better serve internal clients.

You will work with English-language communications, leverage advanced Excel and PowerPoint, and collaborate across a culturally diverse team to ensure timely, accurate service delivery in a hybrid office setup.

Qualifications

• Very good English – C1 level required.
• Administrative/analytical experience; knowledge of the insurance market is a plus.
• Ability to analyze processes and identify improvement opportunities.
• Excellent written and spoken communication with a client focus.
• Ability to work in and communicate within a culturally diverse team.
• Advanced Excel and PowerPoint skills.
• Strong delegation and execution skills.
• Excellent organizational and time-management skills.
• Ability to identify and respond to risks.

Responsibilities

• Monitor daily operations and manage workload to meet SLAs.
• Identify process issues and drive solutions.
• Increase team process knowledge.
• Act as SME for processes and resolve issues.
• Suggest and implement changes to tools and documentation.
• Back up team manager when needed.
• Ensure services continually improve.
• Use tools to measure improvements.
• Lead meetings to define requirements and improvements.
• Coordinate and plan projects to ensure successful closures.
• Design and develop training materials for new solutions.
• Ensure tools and systems are available and train the team.

Skills

English (C1)

Administrative experience

Process analysis

Communication

Teamwork

Excel

PowerPoint

Delegation

Time management

Risk awareness

Tools

Excel

PowerPoint

Job description

Overview

Broking Team collaborates closely with brokers and consultants. We provide complex support in administrating client’s policies throughout the year and helping them make the best decisions. Client Service Delivery Coordinator supports service delivery by providing expertise in ongoing operations by helping to execute its daily operations in line with the requirements of internal clients and by continuous improvement, participating in and/or leading projects aimed at improvements, changes, creating tools, etc.

Aon Sp. z o.o.

Client Service Delivery Coordinator

Overview

Broking Team collaborates closely with brokers and consultants. We provide complex support in administrating client’s policies throughout the year and helping them make the best decisions. Client Service Delivery Coordinator supports service delivery by providing expertise in ongoing operations by helping to execute its daily operations in line with the requirements of internal clients and by continuous improvement, participating in and/or leading projects aimed at improvements, changes, creating tools, etc.

Our office is located in Cracow and in this role we are open to flexibility in terms of hybrid working arrangement.

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

As a member of your team, you’d be responsible for ongoing operations and continuous improvement initiatives:

Ongoing Operations

• Monitoring current operations within the team on a daily basis. Managing the workload in line with SLAs by organizing, prioritizing and making effective workload allocation decisions
• Identifying issues with processes handled in multiple team and driving a process to find and implement solutions
• Increasing the level of process knowledge across the team
• Acting as a SME for processes and resolving issues
• Suggesting and implementing changes to tools and documentations needed to support effective service delivery
• Backing up team manager, if required

Continuous Improvement

• Making sure that the level of service is continuously improving
• Suggesting and using tools to measure improvements
• Participating in and/or leading meetings to define requirements and operational improvements needs
• Coordinating and planning projects, ensuring the success of project’s closure
• Designing, implementing and developing support materials for solutions to be implemented, such as procedures and training manuals
• Ensuring that all required tools and systems are available for the team and that appropriate training of new processes/systems is delivered to the team

Skills And Experience That Will Lead To Success

• Very Good English – C1 on the CEFR scale
• Previous administrative/analytical experience (knowledge of insurance market will be an asset)
• Ability to analyse processes and identify areas for improvement
• Excellent communication skills with client focus (written and spoken)
• Ability to work within and communicate in the culturally diverse team
• Advanced Excel and Power Point skills
• Strong ability to delegate tasks and execute results
• Very good organizational & time management skills
• Ability to identify and respond to risks