Contact Center Operations Leader

Are you looking to broaden your professional experience? Would you like to join a dynamic and inclusive team? This opportunity is waiting for you

**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 organisation, we are united through trust as an inclusive and diverse team, and we are passionate about helping our colleagues and clients succeed.

**What a typical day will look like**

The Operations Leader, Contact Centre LatAm is a senior executive responsible for the management and delivery of end to end processes, platforms and ABS core capabilities to Contact Centre operations across the LatAm region.

This person will lead all aspects of Contact Centre capabilities and services, ensuring the best outcomes for clients and colleagues.

This person will work with both the business lines and the Aon Global Contact Center leaders to develop scaled and innovative client solutions in the context of the businesses they represent in LatAm.

**The accountabilities of the Operations Leader for LatAm are**:

- Service delivery of LatAm contact centre locations
- Strategy and function to driving standard processes and enable the various Contact Centre locations to drive better service to clients, efficient operations and high engagement from colleagues
- Direct responsibility to ensure service level agreements (SLAs) with internal and external clients are met or exceeded
- Responsible for LatAm Contact Center financials (expenses)
- Accountable for end to end process delivery across business and core services
- Collaborate with technology platform (NICE in Contact) leaders from an operations
- Relationship management with business line leaders across the LatAm region as the key representative

**The main responsibilities of the Operations Leader for LatAm are**:

- Responsible for the day
- to
- day management and delivery of overall ABS Contact Center performance for those businesses supported
- Link with technology platform teams to ensure appropriate design, business continuity plans, and other IT-related tasks are delivered
- Ensure effective implementation of all Aon process improvement and automation initiatives within the LatAm Contact Centres
- Represent all businesses and solution lines to ensure effective delivery of services to clients and colleagues by the LatAm Contact Center
- Interface between business line and contact center leadership ensuring that appropriate business expectations are communicated, documented, and reported
- Build transparency passionate about quality, revenue and cost efficiency
- Engaged in business and GCC key update meetings to ensure alignment and proper representation of needs
- Stays current on industry knowledge, policies, regulations, and legislation.
- Drives team performance to meet and exceed Key Performance Indicators, Service Level Agreements, and financial targets
- Identify, develop, and grow talent within the contact center
- Provide leadership and management to coach, mentor, and develop the team
- Drive engagement for direct and indirect reports: accountable for talent development across teams, succession planning and retention
- Participate in setting budget and leading headcount while handling costs for site including overtime and ensuring accurate recording of time

**Skills and experience that will lead to success**
- Required Experience: 8+ years of call center management experience. 10+ years of people management experience, mentoring and using work through others. 5+ years of insurance experience. Experience working and leading broader sales and service initiatives and projects that attain enterprise results. Validated breadth and depth of knowledge of insurance industry, including effective sales techniques and Medicare compliance
- Preferred Experience: 5+ years of project management experience
- Education: University degree with required years of validated experience.
- Language: Must be proficient in Spanish and English. Portuguese is desired.

**How we support our colleagues**

In addition to our comprehensive benefits package, we encourage a diverse workforce. Furthermore, our agile and inclusive environment allows you to own your wellbeing and work/life balance, ensuring you can be your best 'self' at Aon. In addition, all our colleagues enjoy two Global Wellbeing Days each year, encouraging you to take time out to focus on yourself. We offer a variety of work style solutions, but we also recognise that flexibility goes beyond the workplace... and we're all for it - we call it Smart Working

Our culture of continuous learning inspires and equips you to learn, share and grow, helping you reach your full potential. As a result, at Aon, you're more relevant, more connected, and more valued.

Aon values an innovative and diverse workplace where all colleagues feel empowered to be authentic. Aon prides itself on being an equal opportunity workplace.