Head of Business Process Management and Client Delivery

As the Head of Business Process Management and Client Delivery, you will be responsible for Aon’s BPM and Client Delivery Colleagues, setting priorities, and ensuring all business processes are well designed and transformation initiatives implemented drive efficiency and effectiveness across the organization. You will be driving the company’s business process design and developing solutions to deliver to our clients a fast, efficient, and compliant experience. You will provide support for Solution Lines and Countries for the design of future initiatives or product offerings. You will partner with leadership to plan, implement, and measure efficiency and outcomes of investment in transformation initiatives. You will enable our client facing colleagues to bring the best of the firm to clients and deliver our Aon Proposition. To achieve this, you will lead a diverse team of specialist colleagues to deliver across a full range of business process and commercial support activities with excellence, you will bring together the benefits of scale, efficiency and consistent application of global standards and support delivery of the enabling tools, technology, and processes.

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, diverse team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

Business Process Management

• Work with the Solution Line Leaders and Chief Operating Officers across the company to set the strategy and roadmap for Aon’s long-term growth.

• Assess current business processes to identify inefficiencies and areas of improvement.

• Build new processes that improve efficiency, productivity, and alignment with business goals.

• Establish documentation capabilities to house all business processes, controls, and design documentation.

• Lead all aspects of the rollout of new processes, ensuring accurate communication, training, and integration with existing systems.

• Continuously supervise and evaluate the efficiency of implemented processes, adjusting as needed.

• Capture Feedback from partners and users to identify further improvements and address changes in business, compliance, or regulatory environment.

• Ensure that designed processes align with relevant regulations, policies, and industry standards.

• Collaborate with IT teams to integrate technology solutions that support and enhance the designed processes.

• Implement change management strategies to facilitate a smooth transition for employees impacted by process design.

• Promote a culture of continuous improvement where processes are regularly reviewed and refined to adapt to changing business needs.

  Client Delivery

• Enable adoption of business processes across various geographies and solution lines.

• Oversee performance of processes to ensure consistency in delivery.

• Root cause issues and develop recommendations for improvement.

• Establish relationships with all solution line leaders and country leaders to monitor progress and efficiency of processes.

• Understand business needs and requirements.

• Serve as a conduit / liaison between business and centres of excellence.

• Hold business reviews to discuss current performance, issues and/or changing requirements.

E xecute high impact priorities.

• Collaborate across the organization to synthesize and develop long-term capabilities, investments, and supporting organizational structure for business process excellence.

• Align on critical priorities needed to enable near-term transformation initiatives to standardize, centralize and enable automation for business processes to better serve our clients and colleagues.

• Ensure all processes meet compliance and regulatory requirements.

• Develop an environment of continuous process improvement.

  Define Future State and Three-Year Roadmap

• Collaborate across the organization to synthesize and develop long-term capabilities, investments, and supporting organizational structure for Business Process Management and Client Delivery

• Evaluate and evolve the operating model to support business strategies.

.

Skills and experience that will lead to success

• 15 plus years of experience in a leadership role

• Strong expertise in business process design and operational transformation, along with shared operations experience

• Ability to lead across multiple geographies and solution lines.

• Strong understanding of internal controls and/or audit experience

• Demonstrates ability to set strategy, drive performance, consistently produce outstanding results, cultivate ownership while carrying out company policies and applicable regulations.

• Client-focused with experience implementing large scale process changes.

• Ability to develop innovative solutions to complicated process issues in a fast-paced and demanding environment.

• Strong communicator with the ability to artfully influence, persuade and drive action. A collaborative management style and a strong customer service orientation

• Proven track record working optimally cross-functionally with senior levels in the organization.

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.

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.

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.

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

#LI-CB1

2540681 Head of Business Process Management and Client Delivery

As the Head of Business Process Management and Client Delivery, you will be responsible for Aon’s BPM and Client Delivery Colleagues, setting priorities, and ensuring all business processes are well designed and transformation initiatives implemented drive efficiency and effectiveness across the organization. You will be driving the company’s business process design and developing solutions to deliver to our clients a fast, efficient, and compliant experience. You will provide support for Solution Lines and Countries for the design of future initiatives or product offerings. You will partner with leadership to plan, implement, and measure efficiency and outcomes of investment in transformation initiatives. You will enable our client facing colleagues to bring the best of the firm to clients and deliver our Aon Proposition. To achieve this, you will lead a diverse team of specialist colleagues to deliver across a full range of business process and commercial support activities with excellence, you will bring together the benefits of scale, efficiency and consistent application of global standards and support delivery of the enabling tools, technology, and processes.

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, diverse team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

Business Process Management

• Work with the Solution Line Leaders and Chief Operating Officers across the company to set the strategy and roadmap for Aon’s long-term growth.

• Assess current business processes to identify inefficiencies and areas of improvement.

• Build new processes that improve efficiency, productivity, and alignment with business goals.

• Establish documentation capabilities to house all business processes, controls, and design documentation.

• Lead all aspects of the rollout of new processes, ensuring accurate communication, training, and integration with existing systems.

• Continuously supervise and evaluate the efficiency of implemented processes, adjusting as needed.

• Capture Feedback from partners and users to identify further improvements and address changes in business, compliance, or regulatory environment.

• Ensure that designed processes align with relevant regulations, policies, and industry standards.

• Collaborate with IT teams to integrate technology solutions that support and enhance the designed processes.

• Implement change management strategies to facilitate a smooth transition for employees impacted by process design.

• Promote a culture of continuous improvement where processes are regularly reviewed and refined to adapt to changing business needs.

  Client Delivery

• Enable adoption of business processes across various geographies and solution lines.

• Oversee performance of processes to ensure consistency in delivery.

• Root cause issues and develop recommendations for improvement.

• Establish relationships with all solution line leaders and country leaders to monitor progress and efficiency of processes.

• Understand business needs and requirements.

• Serve as a conduit / liaison between business and centres of excellence.

• Hold business reviews to discuss current performance, issues and/or changing requirements.

E xecute high impact priorities.

• Collaborate across the organization to synthesize and develop long-term capabilities, investments, and supporting organizational structure for business process excellence.

• Align on critical priorities needed to enable near-term transformation initiatives to standardize, centralize and enable automation for business processes to better serve our clients and colleagues.

• Ensure all processes meet compliance and regulatory requirements.

• Develop an environment of continuous process improvement.

  Define Future State and Three-Year Roadmap

• Collaborate across the organization to synthesize and develop long-term capabilities, investments, and supporting organizational structure for Business Process Management and Client Delivery

• Evaluate and evolve the operating model to support business strategies.

.

Skills and experience that will lead to success

• 15 plus years of experience in a leadership role

• Strong expertise in business process design and operational transformation, along with shared operations experience

• Ability to lead across multiple geographies and solution lines.

• Strong understanding of internal controls and/or audit experience

• Demonstrates ability to set strategy, drive performance, consistently produce outstanding results, cultivate ownership while carrying out company policies and applicable regulations.

• Client-focused with experience implementing large scale process changes.

• Ability to develop innovative solutions to complicated process issues in a fast-paced and demanding environment.

• Strong communicator with the ability to artfully influence, persuade and drive action. A collaborative management style and a strong customer service orientation

• Proven track record working optimally cross-functionally with senior levels in the organization.

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.

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.

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.

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

#LI-CB1