Client Service Delivery Coordinator

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

Job summary

Aon Sp. z o.o. is seeking a Client Service Delivery Coordinator in Kraków.

The role focuses on ongoing operations and continuous improvement to support client policies throughout the year. You will collaborate with brokers and consultants, manage workloads, and help implement new tools and processes. Responsibilities include monitoring daily operations, identifying and solving process issues, expanding team knowledge, and backing up the team manager.

Qualifications

• Very Good English – C1 on CEFR.
• Previous administrative/analytical experience (insurance market is a plus).
• 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 a culturally diverse team.
• Advanced Excel and PowerPoint skills.
• Strong delegation and execution abilities.
• Excellent organization and time management.
• Ability to identify and respond to risks.

Responsibilities

• Monitor current operations within the team daily and manage workload to meet SLAs.
• Identify process issues across teams and drive solutions.
• Increase team process knowledge and act as SME for processes.
• Suggest and implement tool and documentation improvements to support service delivery.
• Back up team manager when required.
• Coordinate and plan projects ensuring successful closure.
• Design and develop training materials and procedures for new processes.

Skills

English (C1)

Administrative experience

Analytical skills

Excel

PowerPoint

Process improvement

Communication skills

Organizational skills

Time management

Risk awareness

Tools

None

Job description

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

#LI-KB5

#healthandemployeebenefitssolutions