Client Service Delivery Lead (Managing Director)

Job Description

Aon Malta Affinity Services Limited is looking to recruit a Client Service Delivery Lead (Managing Director) to join their team on a full-time basis. 

Job Role: 
Headquartered in Malta, the Client Service Delivery Lead – Managing Director will be responsible for running service delivery Operations for our client across 7 markets in the EU from our newly established center in Malta and will have responsibility for delivery from other locations within the EU in the future.  As part of the contract with the client, Aon will administer the insurance program covering Customer Acquisition, Customer Success, Claims Contact Center, Claims Operations, Policy Management Administration, and Technical Accounting.

The successful candidate will act as the Company’s Board Member responsible for insurance distribution and will be registered in the local Agents Register with the Malta Financial Services Authority (MFSA). The appointee will report to the ABS Operations Lead for the region as well as Aon Affinity Regional Lead.

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:
I. Service Delivery

• Ensuring the quality and efficiency of services provided are in line with the agreed SLAs and quality standards
• Maintaining compliance for the teams and processes in scope
• Responsible for successful transition and growth of the team
• Actively managing workloads and resources budget as well as financial performance in relation to headcount and ad hoc spend
• Accountable for Business Continuity and Disaster Recovery Plans.

II. Stakeholder Management

• Partnering with key stakeholders to understand service delivery expectations and priorities to align, plan and implement the best support and delivery model
• Handling effective and regular governance and communication with stakeholders for the countries in scope.

III. Continuous Improvement

• Acting as a Project Lead for a portfolio of assigned projects and driving continuous improvement initiatives across regions
• Working with program owners to understand new or changed tools and implications for the service delivery
• Addressing potential risks and mitigating them in case of new tool implementation ensures appropriate change management.

IV. People Management

• Leading teams by providing direction and linking managers and colleagues' goals and expectations to those of the company, Aon Affinity, contractual commitment, helping managers and colleagues to understand their impact
• Building, mentoring, and providing leadership to the operations teams under management
• Recruiting, developing, motivating, and retaining key talents
• Optimally managing resources across the regions in the scope.

How this opportunity is different:
This is a unique opportunity to shape, build and run an end-to-end service delivery organization supporting 7 markets in Europe for a brand new motor insurance offering, where Aon is going to act as an exclusive agent.

Skills and experience that will lead to success:

• Fellow or Associate of the Chartered Insurance Institute of the United Kingdom or holds an insurance qualification of similar standing to an institute of repute recognized by the MFSA and has adequate practical experience in insurance distribution activities AND/OR 
• 10+ of professional experience in insurance distribution activities, preferably in the Motor Sector, across a number of countries
• 10+ years of Service and People Management of multiple teams (50+) and leading through others
• Extensive proven experience in the motor insurance industry and related technologies, understanding of local complexities
• Business acumen – the breadth of perspective and commercial awareness
• Professionalism and integrity to build trust, a high level of self-motivation, and proactivity
• Effective problem solving and analytical skills to anticipate future needs/issues, taking the lead on identifying solutions and making recommendations considering a broad picture
• Ability to effectively plan, prioritize and implement multiple projects and tasks as well as successful service delivery in a high-pressure environment 
• A strong communicator, confident to express own views, and demonstrating strong social skills that build long-term relationships and trust
• English level: C1 or higher, additional languages (French, Dutch, Italian, Spanish, German) would be an asset.

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 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, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.