Head of Client Service Delivery- Global Broking Centre at Aon

• This role is pivotal in ensuring seamless service delivery across our London Market operations, while driving strategic transformation initiatives such as Project Meridian and the GBC 3x3 strategy.
• You’ll 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: deliver exceptional client service, embed a target operating model based on new digital tools, and elevate operational excellence.

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 team and we are passionate about helping our colleagues and clients succeed.

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 whilst 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, involving 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 leverage Aon Business Services scale.
• Drive operational excellence, ensure the GBC meet and exceed 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 Project 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

• Responsibility making sure CSD is working in accordance with the Aon UK Risk Management Framework, and compliance with the Aon UK policies

Skills and experience that will lead to success

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