**Job Description**
Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Through its more than 66,000 colleagues worldwide, Aon unites to empower results for clients in over 120 countries via innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. Aon has been named repeatedly as the world's best broker, best insurance intermediary, best reinsurance captives manager, and best employee benefits consulting firm by multiple industry sources. Visit aon.com for more information on Aon and www.aon.com/manchester united http://www.aon.com/manchesterunited to learn about Aon’s global partnership with Manchester United.
**_Aon is looking for a Service Manager
_**
Summary
The Service Manager (SM) is responsible for the overall quality of service delivery. The SM is the main client contact for service specific topics and is directly accountable, along with the Delivery Manager (DM) for client satisfaction. A proficient SM demonstrates strong client relationship skills, deep domain knowledge, and a high degree of focus on operational effectiveness. The SM will be the main escalation contact for the client. In general, this role will be leveraged across multiple clients.
**_Your Impact as a Service Manager
_**
Lead adherence to standard practices and client contractual commitments.
Building relationships with clients and third parties to understand business objectives and provide ongoing services and consultation.
Identify, plan, and manage process improvement projects
Monitor client operations dashboard measures to proactively manage client-level impacts
Handle a diverse team and leverage the talent / resources on the team to generate results
Track and improve capacity and utilization of resources
**_Education_**
* Graduate with Bachelor's degree (except BE/ B.Tech/ LLB/ B.ED)
**_
You bring knowledge and expertise_**
* *
**Required Experience**
* Bachelor’s Degree in any discipline
* Minimum 8+ years of experience after graduation (preferably in the HR BPO industry)
##
## Skills
* Good written & verbal communication skills
* Good Interpersonal skills
* Problem Solving & Decision making skills
* Proficient in MS-Office Applications
* Typing Speed of minimum 25 WPM & 90% Accuracy
**Client Management :**
* Client SLA management
* Client relationship management
* Resolution of escalated issues
* Provide periodic progress updates / process updates to client
* Manage and Control Change (People / Process / Procedure)
* Finalize Service Level Agreements
**People Management :**
* Ongoing Performance Management
* Create and monitor goals and performance plans for teams
* Developing managers for higher efficiency
* Associate engagement
* Support compensation planning, talent assessments and succession planning.
* Leverage the talent / resources on the team to generate results
* Educates, reinforces, and holds associates accountable for behaviors that support Aon Hewitt policies and guidelines (e.g., Code of Conduct, Data Privacy)
**Process Management :**
* Management and enhancement of team productivity
* Resource planning and execution for people, process and technology
* Champions operational and process improvements
* Staffing and Production Planning
* Process Review and Development Planning
* Ongoing Status updates with team
* Identify cross training strategy within unit
* Ensure compliance with DUR targets
* Facilitating new domain/client transition
* Champions operational improvements
* Conducts ongoing client/onshore status meeting
* Manage Business Continuity Plans for the unit
**_Work Conditions:_**
* Shift timings as per process / business need
* Willing to work India day/ Night shift
* Mobility between India locations basis team alignment/ meetings
* Participation in training sessions, business management routines in office/ offsite
**_We offer you:_**
* Attractive Reward and recognition program celebrating successes and achievements
* Frequent training and development opportunities to acquire and enhance new skills
* Fun workplace where people bond and stay motivated
* Career opportunities that are quick and offers varied exposure
**Qualifications:**
**_Education_**
* Graduate with Bachelor's degree (except BE/ B.Tech/ LLB/ B.ED)
*Job number:* 2416603
*Category:* Operations and Tech Services Group
*Location:* India, MH, Navi Mumbai