• Client Service Manager

    Requisition ID 2019-31333
    Job Family PL-Krakow
  • Posting Description

    The Client Service Manager I (CSM I) acts as the prime point of contact in managing the client(s). The CSM is responsible for developing sustainable business partnerships with clients and driving profitable client retention and profitable revenue growth.

    The CSM I ultimately accountable for the delivery of all elements of the service provided to their client(s) including on-going administration, projects, change, revenue and relationship. The CSM I also responsible for improving quality in both the delivery of change and business as usual activities. Management responsibilities include:


    • Hold regular and appropriate meetings with the team to provide client updates, discuss service and build a strong working relationship with all parties;
    • Motivate and encourage the client team to understand and meet the client’s requirements and keep them updated on client developments and to foster a culture of shared responsibility and ownership.
    • Provide support, coaching and feedback to your teams.
    • Share your knowledge and experience with other teams, actively learn from their experiences.
    • Contribute to various management initiatives and activities;


    Client Management


    • Acting as primary point of Escalation for the Client, develop a relationship to build trust with senior members within the Client organisation,
    • Meet with client contacts regularly to discuss performance, service failures, corrective actions, issues, concerns and to understand likely future client changes affecting service;
    • Ensure the provision of regular service and project reports to clients
    • Lead client meetings to report on performance of contracted services and projects, discuss initial change requirements
    • Act as an expert on Aon services including operations, standard delivery model and product providing support and expertise to clients.
    • Review the long-term profitability and growth of your client(s) - taking action to improve profitability where relevant, seeking guidance from more experienced colleagues to help you achieve this.
    • Ensure Client Promise activities are completed


    Contract Management (Consultant may cover if aligned)


    • Act as the prime source of overall knowledge on client contracts including statement of work, SLAs, KPIs and service penalties;
    • Manage and measure Client satisfaction for overall service performance


    Financial Management (Consultant may cover if aligned)


    • Ensure monthly invoices are billed on time and monitor to ensure payment is made;
    • Accountable for checking monthly revenue figures and managing the profitability on their client(s)
    • Escalate misses in fixed fee revenue
    • Chase and close late payments from clients


    Project Management & Change Management


    • Programme management including, but not limited to, annual enrolment, scheme design and legislative changes, P11D, salary reviews and data conversions and can work on multiple client events at any one time;
    • Support project stages as needed representing BAU Service in implementations
    • Work with relevant teams to compile change requests and ensure sufficient revenue to cover implementation, ongoing delivery, risk and profit;
    • Ensure the implementation team are involved in and kept informed of all client change proposed and agreed in advance.
    • Identify new revenue generating opportunities on their clients and be involved in proposals to win this business – with the support of more experienced or specialised colleagues to deliver such advice.;
    • Utilise technical teams to identify system solutions within the current capability of existing TBS framework
    • Identify work which is outside agreed scope with client. Review its appropriateness considering risk, revenue and profitability. Where appropriate propose charges to client with appropriate business agreement. Manage this through agreed Change Order process


    Ongoing Operations


    • Ensure service delivery meets or exceeds all contractual service level agreements, including administration, service centre and change
    • Work closely with global operations team to establish and maintain client satisfaction and a continuously enhancing client relationship
    • Knowledge of their client's benefit plan detail to enable them to support the client and the internal team
    • Ensure Root Cause Analysis is completed and reviewed with clients where appropriate
    • Work with the Project Teams to ensure key learning areas are driven out across all clients
    • Lead internal review meetings and initiatives to manage or improve the service
    • Ensure areas that support client delivery are accountable for quality and timeliness
    • Management of client recovery plans where service delivery is failing to meet client expectations


    Risk Management


    • Ensure compliance with Code of Conduct and other relevant legislation
    • Identify service delivery risks for each client, ensuring mitigating actions are implemented and tracked as appropriate
    • Input into business risk log for area of ownership
    • Where profitability falls below required level, identify ways of redressing the balance.
    • Programme management including, but not limited to, annual enrolment, scheme design and legislative changes, P11D, salary reviews and data conversions and can work on multiple client events at any one time;
    • Support project stages as needed representing BAU Service in implementations
    • Work with relevant teams to compile change requests and ensure sufficient revenue to cover implementation, ongoing delivery, risk and profit;
    • Ensure the implementation team are involved in and kept informed of all client change proposed and agreed in advance.
    • Build and maintain a network of contacts at each client, including appropriate decision-makers to build a deep understanding of the client’s business.
    • Identify new revenue generating opportunities on their clients and be involved in proposals to win this business – with the support of more experienced or specialised colleagues to deliver such advice.;
    • Utilise technical teams to identify system solutions within the current capability of existing TBS framework
    • Identify work which is outside agreed scope with client. Review its appropriateness considering risk, revenue and profitability. Where appropriate propose charges to client with appropriate business agreement. Manage this through agreed Change Order process
    • Look for opportunities to support Aon colleagues with their relationships with the client.


    Requirements:


    • Building your integrity and credibility with clients and colleagues.
    • Strong communication skills, helping you to explain complex issues to clients and colleagues. Confident in expressing your viewpoint, both with colleagues and clients.
    • Constructive questioning and active listening skills to build a clear and deep understanding of the client’s circumstances.
    • An ability to positively influence the behaviours and decisions of others: both clients and colleagues.
    • An ability to manage multiple relationships and projects concurrently.
    • An ability to work independently with general instruction and to prioritise and organise work.
    • Aon Impact Model (AIM) expectations
    • You should be educated to Degree level or equivalent
    • Significant experience in the Benefits Administration environment, including proven experience of managing client relationships.
    • Demonstrate a solid level of technical expertise across a breadth of client issues

     

    We offer:

     

    • The best medical cover on the market with free dental care
    • Generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
    • Stability of employment and permanent contract after trial period
    • Brand new office supporting collaboration, flexibility and activity based working
    • Internal career opportunities and individual development plan
    • Unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
    • Lots of social events, charity actions and opportunities to integrate with colleagues

     

    Please attach CV in English only.

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