Service Delivery Manager I - Spanish Speaker - Krakow, Polska at Aon

You will impact results by handling operations, leading the team effectively and proactively handling client benefit providers. By providing comprehensive MI and conducting service reviews, you will meet the expectations of clients and leadership.

• Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, client requirements and priorities
• Measure the level of internal and/or external client satisfaction, taking corrective action where necessary
• Produce, analyze and share metrics and reports that describe the productivity and quality of the team's work
• Develops and leads team resources by creating resource plans, ensuring headcount matches plans throughout the year and develops plans for future business need.
• Accountable for overall team quality control, management of risks and issues, audit and governance. Ensures accurate processes and procedures are followed by colleagues
• Analyze data on the output of the team's work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity.
• Engage the team in identifying processes, tools and documentation that can be improved, and encourage team members to suggest and implement ways to enhance service delivery
• Owns and drives performance management activities in the team by setting goals and delegating work to colleagues: holding them accountable for the delivery to agreed deadlines
• Leads the team by providing direction and linking colleague goals and expectations to those of the Firma, represents the Firma by helping colleagues understand their impact
• Manages the recruitment process for the team ensuring colleagues with the relevant skills are recruited to the team
• Set performance goals for colleagues based on the SMART model, and make sure that they are recorded
• Hold monthly 121s with your colleagues to review performance, discuss issues, share feedback, discuss progress towards goals, plan upcoming actions and appreciate colleagues efforts