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location iconLocations: Kraków
level iconLevel: manager/director
time iconWorking hours: Full time
ECC Client Delivery Manager

Aon Sp. z o.o.


CDM acts as the prime point of contact in managing the clients. You would be responsible for developing sustainable business partnerships with clients across regions and driving profitable client retention!

In Poland the office is in Kraków. However, this is a hybrid role with the flexibility to work both virtually and from the office.

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

You would be ultimately accountable for the delivery of all elements of the service provided to their clients including ongoing administration, projects, change and relationship. CDM is also responsible for improving quality in both the delivery of change and business as usual activities.

  • ensure service delivery meets or exceeds all contractual service level agreements (applies to ongoing operations in Employee Contact Center and Projects)
  • work closely with global operations team to establish and maintain client satisfaction and a continuously enhancing client relationship and service in all regions
  • leverage solutions and efficiencies across regions (EMEA, LATAM, APAC)
  • act as an expert on Aon services including operations, standard delivery model and product providing support and expertise to clients
  • ensure Client Promise activities are completed
  • cooperate with ECC Management, Quality Analysts, CSMs and Coordinators to resolve errors and omissions in a timely manner ensuring an effective resolution is found
  • work with the ECC Management, Quality Analysts, CSMs and Coordinators to ensure key learning areas are driven out across all clients
  • lead internal review meetings and initiatives to manage or improve the service
  • prepare statistics for the clients (e.g., Renewal stats, new benefit implementation stats etc.).
  • act on ad hoc requests from clients, admins'/consultants'/client managers' requests and escalate when needed
  • perform client onboarding/offboarding
  • act on clients’ escalations
  • proactively conduct Root Cause Analysis to understand foundational issues and present potential solutions

Skills and experience that will lead to success

Do you have the least 1,5 years’ experience in a client management role and strong communication skills, confident in expressing your viewpoint? Then for sure we’d like to hear from you!

  • 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 prioritize and organize work
  • Demonstrate a solid level of technical expertise across a breadth of client issue
  • Comfortable working in a dynamic, creative organization
  • Able to work independently at a fast pace
  • Ability to work well under pressure to provide deliverables results on time and to a high standard

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer hybrid work solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

This job is no longer available

Recruitment process for this position has ended.

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  • iconAnalytics & Reporting, Customer Service
  • iconEnglish
  • iconKraków, małopolskie

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