Head of Delivery – Global Broking Centre
We are looking for an experienced service, operations, or people leader to join our Client Service Delivery (CSD) leadership team.
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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.
Global Broking Centre in London
The role sits within the Global Broking Centre (GBC) in London. The GBC is an integral part of Aon's global broking strategy. The GBC provides colleagues across the Aon network access to specialist brokers and client managers, dedicated client solutions and thought leadership, and significant global insurance capacity. The GBC works with network colleagues to deliver market-leading solutions to Aon clients, creating a competitive advantage in our placement strategies worldwide.
What the day will look like
From leading a large team including junior and senior managers, to liaising with global network offices to discuss opportunities to improve service outcomes, to actively participating as a member of the business unit leadership team, as well as a Client Service Delivery leader – the role is broad with opportunity every day to contribute to the success of the business and to improve outcomes for colleagues and clients.
Reporting to the Head of Client Service Delivery, but accountable also to the GBC business unit leader, you will interact with different stakeholders across the Global Broking Centre, and Aon Business Services.
How this opportunity is different
This is an important role for the GBC and CSD in ensuring the broking teams, our network offices and clients receive an excellent service throughout the placement process.
This role will also drive the evolution of the client service model by extending the scope of the function provided by CSD to optimise the capacity in the broking team, and to utilise our offshore capability and capacity to drive a scalable and cost-effective operating model.
The knowledge base within CSD will be fundamental to the digital transformation of our broking business as we adapt processes to align with future technology and the London Market transformation journey within BluePrint2, and as such this role performs a key part of that journey.
Purpose of Role
Responsible for client service delivery leadership, driving a positive service experience across the teams, and developing and driving the client service delivery model.
Key responsibilities include:
- Line management for CSD Leads, and people leadership and guidance for the teams they lead
- Ensure CSD Leads and their teams are fully supporting their business units with the services/functions as defined in the One GBC Process, and for further development and evolution of the Client Service model including the implementation of digital processes.
- Partner management across the business unit at all levels
- Strategic planning within business unit team and within client service delivery team
- Liaison with other operational teams including offshore teams to ensure processes and handoffs run smoothly
- Liaison with international network offices to seek feedback on performance and drive collaboration and service improvement
- Personally support the business unit leader in the execution of key activities which are of strategic or financial importance to the firm, (business unit leadership meetings, talent reviews, assessing new product opportunities)
- Point person for major projects impacting CSD systems and processes
- Foster a culture of continuous improvement, driving colleague engagement
- Identify and manage risks
- Deputise for Head of Client Service Delivery as required
Skills and experience that will lead to success
- Able to lead with energy and enthusiasm to drive engagement and inspire a team to deliver excellent client service
- Understand financial targets and how to prioritise to meet growth and cost objectives
- Experience in a property team preferred
- Strong people leader with experience in managing talent and career paths
- Proactive in managing stakeholders
- Strong relationship building and communication skills
- Takes accountability for emerging issues for self and team, owning changes through to conclusion
- Collaborative mindset
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.
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on
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.
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