Client Service Manager Do you have extensive Personal Lines knowledge and experience? Ready for the next step in your management career? Read on! Aon South Africa is recruiting a Client Service Manager in our Personal Lines department based, on a hybrid basis, from our Head Office in Sandton. The role of the Client Service Manager is to lead and manage a team within a business unit or branch, in order to execute applicable strategies. The Client Service Manager applies company policies and procedures to resolve a variety of issues. 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 Forms part of the Affinity leadership team in contributing to and driving business strategy. Drives achievement of branch growth and profitability targets. Responsible for strategy to maintain and improve client satisfaction, client retention and revenue growth. Has management responsibility for a team ensuring high standards of client service are efficiently and compliantly met, providing support and guidance. Implementing processes to ensure adherence to Operating Standards, Underwriting Criteria and Service Level Agreements. Primary point of contact for clients resolving complaints and queries. May be responsible for a portfolio of client accounts and manages and co-ordinates all related activities in managing the team productivity and efficiency. Contributes to the growth of new business by finding opportunities to upsell and cross sell to both existing and new clients. Manages campaigns to achieve desired outcomes. Building a high-performance culture with a cohesive, motivated, and committed team to ensure retention of talent and succession planning. Builds technical skills of staff through knowledge transfer. Responsibility for understanding the short-term insurance needs of the high net worth client. Responsible for engaging in audits of telephonic and online discussions, renewal preps, face to face meeting documentation and desk audits- with a view to monitor the accuracy of work, the quality of advice and adherence to MOS, underwriting mandates, and processes. Providing consultants and Business Unit Manager with monthly reports and audit feedback. Scheduling 4X4 feedback sessions with consultants to measure progress and identify areas of development. Facilitates Underwriting Manager function for referrals to the Underwriter and system overrides. Responsible for resource planning of staff – work times, training rosters, etc. Ongoing coaching and mentoring of consultants to ensure the ability and professionalism of all staff to provide expert advice and service. Leading the credit control process. Manage the rejection process. Engaging in regular review meetings with the team to minimise and eradicate errors and omissions. Responsible for engaging in business development and/or contributing directly or indirectly to all business development efforts in Aon South Africa. How this opportunity is different What makes Aon different are the people and the culture. Aon colleagues support each other, across geographies and solution lines. Aon has the tools plus depth and breadth of experience to drive great outcomes for our clients, while providing the optimal environment for the career and personal growth of our colleagues. Skills and experience that will lead to success Qualifications. Grade 12 (matric). A Bachelor’s degree is preferable. Registration as a representative with the FSCA in terms of the FAIS Act. Knowledge. Digital literacy with advanced experience in MS Word and Excel. A solid understanding of relevant product offerings in the short-term insurance industry. Know-how in respect of compliance and quality control in the insurance environment. An excellent functional knowledge of policy wordings. Knowledge enabling the incumbent to confidently articulate Aon’s proposition. Skills and Attributes. Well-developed analytical and technical and problem-solving skills. Well-developed written and verbal communication skills. Good meeting facilitation and leadership skills. Sophisticated analytical technical and problem-solving skills. Well-developed interpersonal skills. Well-developed decision-making skills. Well-developed ability to work effectively in and with teams. Learning agility. Display coaching and mentoring capabilities. Conflict management experience. Adaptability. Experience. Have a minimum of 5 to 10 years’ experience with personal lines insurance. Have significant experience in the short-term insurance industry. Management experience in the short-term insurance industry preferable. 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 a variety of working style 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. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com Aon South Africa is rated a Level 1 Contributor to BBBEE. #li-ao1 2553749