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Customer Service Manager
at Aon in Pennsylvania
Aon is a global leader in risk management, insurance and reinsurance brokerage, human capital and management consulting, and outsourcing with more than 43,000 employees in 500 offices in more than 120 countries. We integrate customized services, leverage expertise across industries and apply business knowledge to our clients' strategic goals. Aon helps clients anticipate how change intersects with opportunity. Each of our clients has unique business needs, so we have developed expertise for a complete range of business processes, products and industries. Aon’s account and relationship managers form a comprehensive perspective of our clients’ organizations, matching our expertise to their business strategy.
Affinity Insurance Services, a division of Aon, is a full-service insurance broker/administrator specializing in the marketing and administration of insurance programs for Aon’s affinity customer groups. We are the vital link bringing together these groups with underwriting companies. For our customers, we are an advocate, providing competitive products and easily accessible, world-class customer service. For the underwriting company, we provide the marketing and administrative expertise necessary to maximize their policy sales.
Currently, we have an exciting career opportunity for a Customer Service Manager at our Hatboro, PA office.
POSITION SUMMARY:
The Customer Service Manager directs, plans, and coordinates daily departmental activities, fosters a creative team environment to bring forth the skills and talents of department members and establishes the department’s immediate and long range goals and objectives. Analyzes, recommends, and implements solutions and enhancements regarding systems, productivity, and technical matters. The Customer Service Manager requires strong management experience and skills and demonstrated experience in resource planning, coaching and leadership.
DUTIES AND RESPONSIBILITIES:
Responsible for managing, delivering and creating the Balance Scorecard process, metrics and summary for the client (AICPA Insurance Trust). Maintain the current process as well as offer recommendations for improvements through to implementation
Workforce management and resource planning skills and responsibilities are a business critical skill to leading, coaching the team and delivering key statistics for the program.
Managing the operations teams including sales service, application processing, customer transactions, email management and the customer self service functions.
Manage and deliver project goals to meets clients strategic objectives
Demonstrate insurance and systems experience and technical knowledge at both the working and technical level to manage operating teams and functions.
Lead, coach and develop staff to ensure the department functions efficiently and effectively to meet set goals
SKILLS REQUIRED:
Strong management, leadership and project management skills
Insurance experience and Life, Accident and Health license preferred
Strong telephone technology experience; experience with EchoPass or Aspect phone systems preferred
Experience with Web integrated platforms for self service is desired
Exceptional interpersonal skills in a team environment, capable of interacting with major client
Strong communication skills, both verbal and written
Demonstrated project management work experience
Strong organizational, multi-tasking, time management skills
High level of expertise with software, specifically Microsoft Excel
Strong analytical skills, reporting capabilities and ability to analyze information to help make sound business decisions.
MINIMUM REQUIRED EXPERIENCE:
5-8 years sales service or operations management experience in a financial services or insurance environment
Experience with the Microsoft office suite products with a strong proficiency in Excel
QlickView experience desirable.
Life Accident and Health License preferred, or will be required to obtain within six month of hire
MINIMUM EDUCATION:
Bachelor’s Degree
Aon offers competitive compensation, exceptional benefits, continuing education & training, a unique internal advancement program, and tremendous potential with a growing worldwide organization.
Aon's professionals are unwavering in their client focus and integrity. We promote diversity, professional development, frugality and stewardship, applying a disciplined non-bureaucratic approach to help our clients realize their business potential. Drawing on our experienced team as a competitive advantage, Aon employees have the freedom to take risks, foster innovation, champion for change and replicate best practices. For more information about Aon Corporation, visit our website at http://www.aon.com.
Aon is an equal opportunity employer committed to a diverse workforce. M/F/D/V
DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
How to apply: DO NOT use the Apply Online button. Please copy and paste the following link into your browser address bar:
http://aon.contacthr.com/15241457
Affinity Insurance Services, a division of Aon, is a full-service insurance broker/administrator specializing in the marketing and administration of insurance programs for Aon’s affinity customer groups. We are the vital link bringing together these groups with underwriting companies. For our customers, we are an advocate, providing competitive products and easily accessible, world-class customer service. For the underwriting company, we provide the marketing and administrative expertise necessary to maximize their policy sales.
Currently, we have an exciting career opportunity for a Customer Service Manager at our Hatboro, PA office.
POSITION SUMMARY:
The Customer Service Manager directs, plans, and coordinates daily departmental activities, fosters a creative team environment to bring forth the skills and talents of department members and establishes the department’s immediate and long range goals and objectives. Analyzes, recommends, and implements solutions and enhancements regarding systems, productivity, and technical matters. The Customer Service Manager requires strong management experience and skills and demonstrated experience in resource planning, coaching and leadership.
DUTIES AND RESPONSIBILITIES:
Responsible for managing, delivering and creating the Balance Scorecard process, metrics and summary for the client (AICPA Insurance Trust). Maintain the current process as well as offer recommendations for improvements through to implementation
Workforce management and resource planning skills and responsibilities are a business critical skill to leading, coaching the team and delivering key statistics for the program.
Managing the operations teams including sales service, application processing, customer transactions, email management and the customer self service functions.
Manage and deliver project goals to meets clients strategic objectives
Demonstrate insurance and systems experience and technical knowledge at both the working and technical level to manage operating teams and functions.
Lead, coach and develop staff to ensure the department functions efficiently and effectively to meet set goals
SKILLS REQUIRED:
Strong management, leadership and project management skills
Insurance experience and Life, Accident and Health license preferred
Strong telephone technology experience; experience with EchoPass or Aspect phone systems preferred
Experience with Web integrated platforms for self service is desired
Exceptional interpersonal skills in a team environment, capable of interacting with major client
Strong communication skills, both verbal and written
Demonstrated project management work experience
Strong organizational, multi-tasking, time management skills
High level of expertise with software, specifically Microsoft Excel
Strong analytical skills, reporting capabilities and ability to analyze information to help make sound business decisions.
MINIMUM REQUIRED EXPERIENCE:
5-8 years sales service or operations management experience in a financial services or insurance environment
Experience with the Microsoft office suite products with a strong proficiency in Excel
QlickView experience desirable.
Life Accident and Health License preferred, or will be required to obtain within six month of hire
MINIMUM EDUCATION:
Bachelor’s Degree
Aon offers competitive compensation, exceptional benefits, continuing education & training, a unique internal advancement program, and tremendous potential with a growing worldwide organization.
Aon's professionals are unwavering in their client focus and integrity. We promote diversity, professional development, frugality and stewardship, applying a disciplined non-bureaucratic approach to help our clients realize their business potential. Drawing on our experienced team as a competitive advantage, Aon employees have the freedom to take risks, foster innovation, champion for change and replicate best practices. For more information about Aon Corporation, visit our website at http://www.aon.com.
Aon is an equal opportunity employer committed to a diverse workforce. M/F/D/V
DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
How to apply: DO NOT use the Apply Online button. Please copy and paste the following link into your browser address bar:
http://aon.contacthr.com/15241457
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Published on Feb 18, 2010
Viewed: 212 times
Viewed: 212 times
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