Customer Service Manager II

Company Name:
Aon Corporation
Job Description
About Aon
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 65,000 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, reinsurance intermediary, captives manager and best employee benefits consulting firm by multiple industry sources. Visit for more information on Aon and to learn about Aon''s global partnership and shirt sponsorship with Manchester United.
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.
We currently have an exciting career opportunity for a Customer Service Manager II in our Hatboro, PA office. This position will support Aon Affinity - Healthcare.
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 within the partner's sites for our Aon Affinity client's 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 position requires strong management experience and skills and demonstrated experience in resource planning, vendor management, retention and quality.
DEVELOPS and IMPLEMENTS processes and procedures that will ensure the quality delivery of all Customer Care functions as defined within the administrative agreements with Aon Affinity clients.
COORDINATES with internal and external resources to insure that Affinity Customer Care is delivering a competitive offering that provides increased value to our client's customers.
DIRECTS, MONITORS and MANAGES all outside vendors that provide Customer Care services in what and how the Customer Care functions are delivered to the customer.
KEY CONTACT for client customer care matters, both strategic and tactical in nature, conveying proactive subject matter expertise.
UNDERSTANDS our client relationship and working with partner/vendor relationships to delivery customer care. Brings a sense of urgency to the work at hand and provides detailed follow-through on all desired actions.
The functions included are: Inbound Call Center activities, delivery of all customer correspondence to the customer, adequate computer systems to deliver appropriate services to the customer and proper reporting on customer activities to the Aon Affinity clients.
Call Center
Management Activities
Problem Management Control procedures
Coordination of resources within the partner sites.
Service level management adherence
Monitoring (with Call Center management)
Set standards for monitoring with clients
Adherence to scripts
Quality of speech, phone etiquette, tone and pace
Use of system
Product Knowledge
Training (Train the trainer at Call Center)
Call Flow (with Call Center Management) Reporting (with Call Center Management)
By Client Care Level report
By Client Dashboards
Review and critic daily call volume reports from call center
Call Center site Audit
Perform site audits based on client contracts
Review system customer care functions and recommend improvements
Monitor customer care quality and timeliness goals
Branded Program Delivery
Work with client & marketing team to develop IVR and telephone scripts
Gather input and suggest improvements on telephone scripts
Develop and deploy branded program phone tree/call flow diagrams
Maintain inventory of branded program phone numbers
Customer Satisfaction
Develop effective methods to gain customer feedback on all aspects of customer care
Make recommendations for improvements and deploy the approved recommendations
Strategic Partnership Relationships
Maintain relationships with contracted third parties supporting Affinity Customer Care services
Monitor relationships to ensure quality services and competitive prices. Understand client contract obligations set forth by Aon Affinity Legal team to ensure compliance for services offered.
Team Building
Working with call centers, fulfillment, benefit processing and systems areas, to positively influence a course of action and to function in a matrix management environment.
Strong management, customer care leadership and project management skills
Strong telephone technology experience to include IVR set up overview, routing and backend reporting experience with Web integrated platforms to include scripting and 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 5 years' experience managing or supervising people
P&C; license required
Good interpersonal skills with a proven ability to facilitate groups to consensus
Demonstrates sound logic when solving problems and the ability to effectively communicate and suggest new ideas and business practices to management
Some degree of travel may be required (25-35% per month)
Bachelor's Degree and 5 to 10 years call center management experience required.
5-10 years customer care, 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 and Word.
Aon offers competitive compensation, exceptional benefits, continuing education & training, a unique internal advancement program, and tremendous potential with a growing worldwide organization.
All positions at Aon 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, 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''s employment policies. You will be notified during the hiring process which checks are required by the position.
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 .
Aon is committed to a diverse workforce and an Equal Opportunity/Affirmative Action employer (Minorities/Women/Veterans/Disabled).
Nothing in this job description restricts management''s right to assign or reassign duties and responsibilities to this job at any time.
Job number: 47348
Category: Customer Service/Call Center
Location: United States, PA, Hatboro

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