Pensions Client Service Co-ordinator

28 Jul 2018
20 Aug 2018
Contract Type
Full Time
Posting Description

Pensions Client Service Co-ordinator (Birmingham, UK)

We're hiring!

Aon are currently recruiting a Client Service Co-ordinator to join our team in Birmingham.

The Pensions Administration teams administer a defined set of pensions processes (member events and scheme events) for clients. The Client Service Co-ordinator is responsible for being the main contact between Pensions Administration teams and their main stakeholders. These stakeholders include Clients, Client Managers, RIB colleagues, and other client teams in Aon. The Specialist will manage those relationships and expectations, monitor the service delivered, coordinate client projects across Administration teams, own and drive the conclusion of any Errors and Omissions cases, and report to clients on service delivery through Stewardship reports and meetings. The Client Service Co-ordinator will have strong technical knowledge of Pensions Administration.

About the Role

As a Pensions Client Service Co-ordinator some of your key responsibilities will involve;

Being a key contact for Operations teams with regards to general/overall knowledge on client contracts including work scope, service level agreements (SLAs), service failure penalties / success bonuses, etc.
Owning and managing the relationship and expectations between Operations teams and key stakeholders, these include the Client, Client Managers, Third Party Providers and other Internal Aon Parties.
Monitoring and coordinating current operations delivery per client, ensuring SLAs and client projects are delivered to required standards of quality and timeliness.
Ensuring all client generated escalations, complaints and corrective actions are owned and proactively managed to closure within agreed deadlines.
Attending client meetings to report on and discuss contracted services and to discuss changes.
Improving client knowledge, awareness and best practice across teams, ensuring colleagues have the appropriate level of knowledge to deliver exceptional service.
Identifying any service delivery risks for each client, ensuring mitigating actions are implemented, as appropriate.
Coordinating improvements for the client and driving a culture of continuous improvement across teams.
Ensuring any tasks that are beyond the standard contracted service to clients are highlighted to the Client Manager.
Being a role model for colleagues by giving constructive feedback and coaching to support the development of others.
Keeping technical knowledge and expertise up to date, especially all regulatory and statutory requirements.
You will interact with both internal and external Clients, building strong relationships to manage expectations regarding service delivery.
You will work with all colleagues in the team, sharing technical expertise and providing guidance to support the delivery to the client.
You will provide feedback to Team Managers on team performance and level of knowledge.
You will actively seek to develop own and Operations teams performance, skills and knowledge to maximise potential and contribution to the business.
Responsible for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company.

About you

As a Pensions Client Service Co-ordinator your skills and qualifications will ideally include;

Professionalism and integrity to build long term trust.
Strong relationship management skills to manage stakeholders and challenging situations.
High level of technical expertise across relevant business area.
An ability to positively influence the behaviours and decisions of others.
Strong time-management skills, able to manage several projects at the same time
A strong communicator, confident to express your own views and influence others.
Active listening to build a meaningful understanding of others' perspectives: both clients and colleagues.
You are likely to have a degree and a relevant Professional Qualification (eg PMI,), with up to date
Previous experience in an Operations environment including experience of managing relationships.

Our Colleague Experience

Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heart of our identity, and it lives in everything we do. To learn more about our colleague experience, visit Aon Colleague Experience.

We offer you

A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Aon is an equal opportunities employer. Aon's recruitment and selection policy ensures the best possible skill mix of colleagues and the highest quality candidates are appointed using objective job-related criteria.

About Aon

Aon Hewitt is the global leader in human resource solutions, with over 35,000 professionals in 90 countries serving more than 20,000 clients worldwide across 100+ solutions. For more information on Aon Hewitt, please visit