Ops & Tech Manager I

Aon is hiring for an Operations and Technology Manager I position. This is a hybrid position based out of Jacksonville, FL, Bannockburn, IL, or Chicago, IL.

The Operations & Technology (Ops & Tech) Manager I manages daily team activities, directs task distribution, and acts as the primary contact for internal collaborators with issues. This position leads the AS I Team, supervises Agency Billing and related workflows, and assists with the Epic system transition. The Manager I guarantees service standards are met, partner concerns are resolved efficiently, and operational procedures run smoothly and steadily.

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 organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like:

Team Leadership & People Management

• Supervise direct reports on the AS I Team, including workload coordination, coaching, feedback, and performance discussions.
• Support hiring, onboarding, and training of new team members.
• Conduct regular team meetings and 1:1s to communicate priorities, monitor progress, and address issues.
• Ensure team adherence to policies, procedures, and service-level expectations.

Work Distribution & Daily Operations

• Coordinate, prioritize, and distribute tasks within the AS I team to balance workload and meet deadlines.
• Monitor daily production, backlogs, and exceptions; adjust assignments as needed to maintain service standards.
• Ensure accurate and timely completion of tasks, with attention to quality and compliance.

Blocking Issue Management

• Serve as a primary contact for the AS I Team, providing guidance and support on complex or sensitive blocking issues.
• Handle blocking issues from field offices, ensuring prompt investigation, resolution, and clear communication back to customers.
• Handle customer issues raised by APRM Regional Directors (RDs) or those with equivalent experience and Associate Directors (ADs), including coordination with internal partners as needed.
• Track and document recurring issues and escalations, and bring up systemic concerns to leadership.

Agency Billing Oversight

• Oversee day-to-day Agency Billing processes, including routine billing, adjustments, reconciliations, and exception handling.
• Address and resolve Agency Billing blocking issues from internal team members and partners.
• Work with Finance, Accounting, and other teams to ensure billing processes are accurate, complete, and aligned with internal controls.

Epic Transition & Technology Support

• Assist with the transition to Epic by aiding implementation efforts that affect the AS I team.
• Engage in testing, validation, and feedback cycles connected to Epic changes and enhancements.
• Support the coordination and distribution of training, job aids, and communications for team members regarding Epic and other tools.
• Identify system or process issues and share feedback with leaders and technology partners for resolution.

Process & Quality Management

• Follow and help maintain standard operating procedures (SOPs) for AS I and Agency Billing workflows, including handling blocking issues.
• Support continuous improvement by identifying efficiency opportunities, recurring errors, or process gaps and raising them to leadership.
• Monitor important indicators such as turnaround times, backlog levels, error rates, and volumes of critical issues; provide input to leadership on trends and needs.

Collaborator Communication & Collaboration

• Act as a point of contact for field offices and APRM leaders on operational questions, blocking issues, and process clarifications.
• Communicate status, timelines, and resolution plans clearly and professionally to collaborators.
• Work together with various departments (e.g., APRM, Operations, Finance, Technology) to assist initiatives and address interdepartmental challenges.

Skills and experience that will lead to success:

• Valid Property and Casualty License
• 2-4+ years of experience in operations, billing, or a related function
• Prior experience in a senior associate, lead, or supervisory role with responsibility for delegation and issue resolution
• Experience handling issues and working directly with internal business partners
• Strong organizational skills with the ability to manage competing priorities
• Strong written and verbal communication skills
• Proficiency with common office and productivity tools (e.g., Excel, Outlook, workflow/CRM or policy systems)

Education:

• Bachelor's degree in Business, Operations, Finance, Technology, or a related area; or comparable professional experience

How we support our colleagues:

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile 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 for our colleagues as well.

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 and inclusive 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. People with criminal histories are encouraged to apply.

We are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at ReasonableAccommodations@Aon.com or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience.

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

The salary range for this position (intended for U.S. applicants) is $70,000 to $80,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

A summary of all the benefits offered for this position:

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts,employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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