Bring your leadership, process improvement and client service expertise to a business‑critical role at Aon. As a Service Manager within our Aon Client Services (ACS) team, you’ll lead a team that supports our broking operations – driving service excellence, optimising workflows and ensuring our Client Relationship Managers and clients receive best‑in‑class service every day. This is a permanent full time role in Sydney, offering hybrid working. Service Manager The Aon Client Services team (ACS) is a business-critical operating unit within Aon Australia, providing best in class broking service support to our Client Relationship Managers and clients in many facets of client and market interactions. We are seeking a Service Manager to lead a team in Sydney supporting our Global & Corporate client segment. This role has primary responsibility for managing the allocation of activities to Service Specialist and Service Executive colleagues, executing the ACS service support model, driving continuous business improvement, and ensuring that client service standards are consistently exceeded through effective coaching, guidance and leadership. ACS supports our Client Relationship Managers by: Obtaining competitive quotes from insurers Addressing client and insurer queries Negotiating terms and conditions Performing accurate premium calculations Issuing invoicing and policy documentation In addition to core renewal activities, the team contributes to a wide range of ad hoc tasks such as data analysis, client projects and new business tenders. 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 one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed. What the day will look like Contribute to the development of strategic initiatives that are designed to improve the overall client service experience and improve team productivity and quality Proactively develop and maintain effective internal relationships across the business, ensuring strong communication with the relevant segment and key stakeholders Identify and improve processes and practices to enhance operational effectiveness, client experience and service delivery outcomes Train, coach and onboard new and existing team members supporting capability uplift across the team Drive quality improvement initiatives and ensure a consistently high quality standard of service delivery, using qualitative and quantitative data and feedback loops Encourage goal-oriented collaboration within the team through open communication, a shared sense of purpose and personal participation Act as an escalation point for client complaints and issues arising from ACS, ensuring timely and effective resolution Proactively manage resourcing requirements, evaluating staff workloads and performance to ensure service delivery targets are consistently met How this opportunity is different As an Aon colleague, you will never be limited by your job title. Instead, you will learn and grow alongside some of the most talented people in the business, who genuinely want you to be the best version of yourself. We honestly believe that our culture is different, with authentic and inquisitive individuals who each bring something unique to our team. Be you, be unique with us. Skills and experience that will lead to success You’re a leader who enjoys improving how work gets done just as much as you enjoy coaching others to succeed. You’re comfortable operating in a fast‑paced, matrix environment and can balance day‑to‑day operations with longer‑term improvement initiatives. You will ideally demonstrate: Industry & technical experience Experience in insurance broking, financial services or a related corporate environment Confidence working with data, metrics and reporting to inform decisions and track performance Leadership & people management Proven experience leading and developing high‑performing service, operations or support teams Strength in coaching, training and onboarding colleagues at different experience levels Ability to manage workloads, set clear expectations and ensure team accountability Client focus & stakeholder management A genuine commitment to delivering outstanding client experiences Strong relationship‑building skills and the ability to collaborate effectively with internal stakeholders across segments and functions Experience acting as an escalation point for complex issues and resolving them with a calm, solutions‑focused approach Continuous improvement & delivery A track record of identifying and implementing process improvements that enhance quality, efficiency and client outcomes Comfortable working with qualitative and quantitative feedback to drive service improvements Highly organised, with the ability to prioritise, manage competing deadlines and maintain high standards of accuracy You don’t need to meet every single requirement to be considered. If you’re a strong people leader with a passion for client service and continuous improvement, we’d love to hear from you. 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 recognise 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. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com 2025-94842