Operations Manager II

Aon is looking for a Operational Excellence Manager

As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our Aon's Affinity business group within Aon Risk Solutions, in Alpharetta, GA.

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 team. We are passionate about helping our colleagues and clients succeed.

What will your day look like

• Run the day-to-day efforts of the Operational Excellence team to perform quality audits and coach analysts for Benefit (Claim) Adjudication, Customer Care 2nd Tier Resolution (Escalation), Outbound Calls and Email all while ensuring to meet client SLAs/SOPs.
• Handle the day-to-day use of quality platform and related processes to ensure accurate quality measurement of analysts and behaviors. Work with both internal and external teams to improve analyst behavior as well as the platform to gain better quality results.
• Coordinate and attend client call calibration session as well as client audits. Develop and maintain meaningful relationships to gain trust, value, and integrity with clients. Assure that all supporting documentation is prepared and ready for audits.
• Use performance trends and patterns to make impactful training recommendations and create an effective training strategy that results in improved quality
• Oversee end-to-end customer experience by monitoring product quality and service interactions, analyzing customer feedback and quality metrics.
• Support the end-to-end customer journey by defining and monitoring key metrics, analyzing journey level data, and partnering with cross-functional teams to identify friction points and implement improvements that drive a seamless, consistent, and high quality experience across all touchpoints.
• Coordinate with the trainer to develop, maintain and deliver new employee training and refresher training.
• Develop educational material and conduct training for new hires and department transfers.
• Supervise internal coordination efforts related of clients' program set up and change management including updates to internal systems, internal knowledge training, and overall implementation of quality program.

Essential Job Functions:

• Coordinate the efforts of implementation of new clients on to the quality platform and team's support and development of any additional audited functions as identified.
• Support the team to utilize customer survey responses to address training and identify opportunities to enhance the customer or colleague experience or production/process needs.
• Ensure the surveillance of day-to day customer transactions/processes. Identify opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process breaks.
• Provide leadership and support to personnel in a fast-paced and constantly changing work environment.
• Provide strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and teamwork.
• Occasionally when needed conduct quality audits for Benefit and Resolution Services team members that includes benefit adjudication, escalation management, chat, email, and call handling.

Skills and experience that will lead to success:

• A minimum of 3-5+ years management experience in a quality, customer contact center, debt cancellation, or credit card business segment strongly preferred.
• Experience as a Contact Center Rep (knowledge of processes, metrics, roles)
• Exceptional interpersonal skills capable of interacting with senior officers of clients, cultivating strong relationships and leveraging those relationships with our customers, their employees, and other third parties to the company's long term benefit.
• Proficient with technology and Microsoft Office.
• Handles time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills.
• Bilingual in Spanish.
• Prior project management experience.
• Learning Management Software (LMS).

Education:

• Bachelor's degree or equivalent years of industry experience.

How we support our colleagues:

In addition to our comprehensive benefits package, we encourage an inclusive 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 recognize 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 and inclusive 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. People with criminal histories are encouraged to apply.

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

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

The salary range for this position (intended for U.S. applicants) is $80,000 to $85,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts,employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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