IND Director - Business Service Support

Posting Description:

Job Title- IND Director - Business Service Support

ARL- 4

Solution Line- Commercial Risk

Position type- Full Time

Work Location- Bangalore, Whitefield

Working style- Hybrid

Cab Facility- Yes

Shift Time -US Shift.

People Manager role: Yes

Required education and certifications critical for the role-

Graduation or Post Graduation

Required years of experience –

20+ years of relevant US Insurance experience & BU Leadership Experience

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 committed to our purpose as one firm, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

Information about business

Commercial risk team provides risk solutions to businesses across many sectors within the US. As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions supporting Risk Capital

General description of role:

You will be responsible for leading the GCC related E2E processes, providing support to our US teams across various workstreams. The individual is accountable for people management, consistent quality of service, optimizing processes, fostering a culture of continuous improvement across teams and E2E process transformation.

Job responsibilities:

1. Manage operations in GCC for all the Key Workstreams under Business Unit
2. Lead teams of individuals, managers, providing direction, guidance to team members to achieve a common goal.
3. Develop team & training strategy, facilitating communication, monitoring, and managing team's work, and ensuring all services operate efficiently and effectively and are following all required standards.
4. Ensure quality and efficiency of services provided by the team by:

• Devising relevant metrics to plan resource allocation to ensure adequate coverage and adherence to service level agreements
• Ensuring proper controls are in place to meet the agreed SLAs and quality standards
• Prioritizing workloads.
• Providing oversight of the relevant GCC team and ensure operational excellence
• Driving consistency of approach within the GCC capability
• Being accountable for performance metrics including quality, SLAs, and compliance standards
• Utilizing data and MI to identify and implement process improvement opportunities
• Providing regular updates to Global GCC Leaders on performance and improvement initiatives
• Enforcing team critical metrics and targets aligned to strategic objectives
• Ensuring local procedures remain current and aligned with global standards
• Champion a continuous improvement mindset across teams

1. Ensure effective governance and escalation process are in place to address stakeholder requirements as well as to address and mitigate any risks and issues.
2. Manage Business Continuity and Disaster Recovery plans ensuring all activities and processes are completed and kept up to date.
3. Support major changes within teams, including system integration or major change requests.

1. Build strong relationships and collaborate with business partners at various levels across the organization, bringing guidelines and constantly driving an operational excellence agenda
2. Partner with key stakeholders to understand service delivery expectations and priorities to align, plan and implement the best support and delivery model.
3. Manage effective and regular governance and communication with internal clients.
4. Manage financial performance in relation to headcount and ad hoc spend, ensuring that holidays, expenses and overtime is managed correctly.

1. Lead teams by providing direction and linking managers and colleagues’ goals and expectations to those of the company, helping managers and colleagues to understand their impact.
2. Motivate direct reports and team members to strive to achieve goals and objectives of the organization.
3. Build, mentor and provide leadership to managed teams, to ensure top performance across teams and multiple processes.
4. Recruit, develop motivate and retain key talents within the teams in scope, effectively managing resources.
5. Utilize talent management tools, including succession planning and talent reviews, to ensure that the right people are in the right roles for future growth.
6. Participate/lead building follow up activities/plans from Aon colleagues surveys, as well as set the guidelines for people management across teams.

1. Contribute to the solution design of the standard service catalogue and operating model for new scope.
2. Propose configuration of solutions/tools/platforms based on current requirements and lessons learnt from previous changes.
3. Be accountable for successful hand over to delivery from a transition team and execution of services for the assigned scope from the launch date.
4. Manage project resources; be responsible for succession planning & recruiting needs for a new scope.

How we support our colleagues

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self.

and we are all for it!

Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant, and more valued.

Commitment to sustainability

Aon is dedicated to integrating sustainability into our core business practices. We strive to minimize our environmental impact through innovative solutions and responsible stewardship, ensuring a sustainable future for our clients and communities.

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