Customer Service Client Manager
Aon Hewitt is the global leader in human capital consulting and outsourcing solutions. The company partners with organizations to solve their most complex benefits, talent and related financial challenges, and improve business performance. Aon Hewitt designs, implements, communicates and administers a wide range of human capital, retirement, investment management, health care, compensation and talent management strategies. With more than 29,000 professionals in 90 countries, Aon Hewitt makes the world a better place to work for clients and their employees. For more information on Aon Hewitt, please visit www.aonhewitt.com
- Support delivery of contractual and internal performance standards and supports CDG in client reporting
- Develop and execute plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes
- Represent Customer Service perspective and influencing decisions by integrating with domains, client and shared services.
- Supports new CS implementations and drives existing client change orders
- Manages CS delivery model, identifying out of scope services, and creating change requests
- Acts as escalation point for client when presented with individual customer issues that pertain to CS entirely
- (Benefits) Prepares client ready responses for CDG to respond to Client escalated issues
- Shares client knowledge and needs with CS team
- Develops knowledge/content management strategy with accountability for CS Desktop tools, such as: Callflows, Benefits Manual, Newsflash, etc
- Provide leadership and support teams in the event of major client situations
- Serving as SME on CS Delivery for team (surveys, best practices, unique situation, what others are doings)
- Primary CS lead on implementations and change orders
- Development of the documentation for CS portion of change orders for team
- Managers operational targets
- CS Client relationship
- Develops team strategy for knowledge and information management
- Develops actions plans to reduce the number of CS escalations
- CS lead for escalated issues
- Develop training plan for tea
- Bachelor's degree or work experience required
- Call center operations management experience
- People Management experience a plus
- Multiple service (DC, DB, HM, HR, Payroll, etc.) business knowledge based on current and projected clients
- Knowledge of CS best practices and service related best practices (high level)
- Deep knowledge of client requirements
- General system environment and process flow
- CS Delivery model
- Regulatory and legislative knowledge in multiple service areas
- Understand of Plan Management/Operations/Domain functions
- Knowledge of Aon Hewitt Policies, Manager Tools and Resources (i.e., Transaction Center, Associate Resource, etc.)
- Some travel may be required (10-20%)
All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon Hewitt, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon Hewitt's employment policies. You will be notified during the hiring process which checks are required by the position.
Aon Hewitt is an Equal Opportunity Employer Committed to Diversity, M/F/D/V