• Client Service Coordinator

    Requisition ID 2019-31334
    Job Family PL-Krakow
  • Posting Description

    The Coordinator is responsible for supporting operational service delivery to Clients through Operations teams by:

    • Being a key contact for Operations teams and Clients with regards to general/overall knowledge on client contracts including work scope, service level agreements (SLAs), service failure penalties / success bonuses, etc.
    • Owning and managing the relationship and expectations between Operations teams and key stakeholders, these include the Client, Client Managers, Third Party Providers and other Internal Aon Parties.
    • Monitoring and coordinating current operations per client, ensuring SLAs and client projects are delivered to required standards of quality and timeliness.
    • Ensuring all client generated Escalations, Complaints and Corrective Actions are owned and proactively managed to closure within agreed deadlines.
    • Attending client meetings to report on and discuss contracted services and to discuss changes.
    • Improving client knowledge, awareness and best practice across teams, ensuring colleagues have the appropriate level of knowledge to deliver exceptional service.
    • Identifying any service delivery risks for each client, ensuring mitigating actions are implemented, as appropriate.
    • Cooperation with Team Managers to help with team capacity analysis and resource planning.
    • Managing client projects, release cycles, CRs (including CR estimates) and follows up with lessons learnt analysis and implementation.
    • Support IAT and UAT and CR process.
    • Coordinate improvements for the client and drive a culture of continuous improvement across teams.
    • Ensuring any tasks that are beyond the standard contracted services to clients are confronted with standardization approach and highlighted to the Client Manager.
    • Being a Role Model for colleagues by giving constructive feedback and coaching to support the development of others.
    • Keeping knowledge and expertise up to date, especially all regulatory and statutory requirements.

    Requirements:

    • Key Stakeholder and Client Management experience at a management level is required.
    • You are likely to have a degree and a relevant Professional Qualification (eg PMI), with up to date CPD.
    • Proven track record in delivering results to an external client base through the effective management of large teams is required.
    • Experience of engaging and motivating colleagues
    • Professionalism and integrity to build long term trust.
    • High level of self- motivation and proactivity.
    • Effective problem solving and analytical skills to anticipate future needs/issues, including leading on identifying solutions and making recommendations.
    • Ability to effectively plan, prioritize and execute tasks in high pressure environment.  Including, the ability to adapt to shifting priorities, demands and timelines using analytical and problem solving capabilities.
    • A strong communicator, confident to express your own views and demonstrate strong interpersonal skills that build long term relationships and trust.
    • An ability to positively influence the behaviours and decisions of others.
    • Good  IT skills with  knowledge of Microsoft Excel and Word and, MS Office.

    • Spotless record and strong work ethos

     

    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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