Team Lead

Description:

Aon is seeking a dynamic Advance Escalation Specialist to lead a medium-sized team of client success professionals within its Aon Client Services (ACS) division. This role offers a unique opportunity to leverage your existing insurance expertise while gaining mentorship from senior leaders in a global organization that prioritizes making better decisions to protect and enrich lives worldwide.

This leadership position focuses on operational excellence, team management, and client service delivery. You will manage day-to-day workflow allocation, oversee performance, ensure compliance with service level agreements (SLAs), and resolve critical client inquiries. In addition to team oversight, you will collaborate with internal and external stakeholders, contribute to client solution development, and ensure seamless service delivery across commercial risk sectors.

Key responsibilities include:

• Leading all aspects of employee performance, including disciplinary actions, coaching, and development.

• Making hiring decisions, rewarding team performance, and identifying training opportunities.

• Overseeing client requests such as renewals, invoices, auto liability cards, certificates, endorsements, and urgent service matters.

• Ensuring accuracy of records and compliance documentation in internal systems (Xpress, Polaris, FileNet).

• Coordinating with brokers, account executives, and regional leaders to manage large revenue renewals.

• Driving operational improvements, root cause analysis, and continuous process enhancement.

• Acting as a mentor and escalation point for complex client issues.

This is a hybrid role, with flexibility to work remotely part of the time while maintaining a presence in the Toronto, Calgary, or Montreal office.

Skills and Competencies Required:

• Proven leadership skills managing service teams in commercial insurance.

• Strong technical knowledge of commercial insurance operations.

• Proficiency with intermediate to advanced Excel (Pivot Tables, V-Lookup, complex formulas).

• Ability to communicate the value of standardized, centralized operations.

• Strong interpersonal skills to manage relationships with internal and external stakeholders.

• Ability to thrive in a fast-paced, results-driven environment.

• Broker’s license (must possess and maintain).

• French proficiency is highly desirable.