Overview

Head of Client Service Delivery- Global Broking Centre at Aon. We’re seeking a high-performing operational leader to head the Client Service Delivery (CSD) function within Aon’s Global Broking Centre. The Global Broking Centre in London is a central element of Aon’s global broking strategy, providing global Aon client-facing offices with access to London-based insurers and innovative capital providers. This role is pivotal in ensuring seamless service delivery across our London Market operations, while driving strategic transformation initiatives such as Project Meridian and the GBC 3x3 strategy. You’ll lead a multi-location team (~160 colleagues across the UK and India), overseeing pre-placement and post-placement broking support including MRC and tax schedule creation, policy servicing, premium calculation and invoicing. Your mission: deliver exceptional client service, embed a target operating model based on new digital tools, and elevate operational excellence.

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 and we are passionate about helping our colleagues and clients succeed.

Responsibilities

• Accountable for delivery of an effective broking support function, ensuring high-quality service levels to GBC business units and clients while adhering to operational requirements and standards.
• Own the end-to-end client service for the GBC. Introduce a “Client Service Coordinator” framework to ensure brokers, CSD team, involving teams and fiduciary teams deliver a seamless service to Aon’s Retail Network.
• Act as senior escalation point for complex service issues.
• Drive operational excellence, ensure the GBC meets and exceeds operational KPIs.
• Manage budgets and resources effectively, making data-driven decisions on scaling team capacity.
• Lead and mentor a high-performing team across London, Chelmsford, and Bangalore. Build capability in new offshore locations and integrate them into BAU.
• Foster an inclusive, collaborative culture aligned with Aon’s values.
• Drive improvement of technical skills across the CSD team, in line with business needs and new digital tools.
• Drive processes efficiency and standardization; complete Project Meridian rollout and embed offshore operations; use data and feedback to drive continuous improvement and innovation.
• Provide regular updates to senior leadership on performance and transformation progress; represent CSD in client meetings and governance forums.
• Ensure CSD is compliant with the Aon UK Risk Management Framework and UK policies.

Skills And Experience That Will Lead To Success

• Senior Operations Leadership: Experience in leading large teams (50+ including managers) in insurance operations or client service, with success in complex environments.
• Industry Expertise: Strong knowledge of the London insurance market or global broking operations.
• Client Service Excellence: Deep understanding of high-quality service in (re)insurance or financial services.
• Resource & Budget Management: Skilled in capacity planning and budget oversight using data-driven approaches.
• Stakeholder Engagement: Strong relationship-building across executive levels and matrixed organizations.
• Operational Excellence: Detail-oriented with a track record of process improvement and high service KPIs.
• Leadership & Influence: Inspiring leader with change management, conflict resolution, and team motivation skills.
• Clear Communication: Ability to simplify complex issues for executives and communicate changes clearly and confidently.
• Resilience & Adaptability: Calm under pressure, able to juggle priorities in dynamic environments.
• Innovation Mindset: Open to new tech and ideas (e.g., AI, automation, self-service tools) with a drive to pilot improvements.
• ACII or DipCII certification; familiarity with market systems (Lloyd’s, DXC) and digital platforms (PPL, Whitespace).

How We Support Our Colleagues

In addition to our comprehensive benefits package, we promote an inclusive workforce. Our agile environment supports wellbeing and work/life balance. All colleagues enjoy two Global Wellbeing Days each year. We offer diverse working style solutions to suit individuals. Our continuous learning culture helps you learn, share and grow, so you are more connected, relevant, and valued at Aon. Aon is committed to an equal opportunity workplace and to providing accommodations during the application or interview process upon request at ReasonableAccommodations@Aon.com.

Equal Opportunity: Aon provides equal employment opportunities to all employees and applicants without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital or domestic partner status, or other legally protected status.

We will work with you to meet your needs and ensure a fair and equitable experience.

2025-93107