Risk & Healthcare Service Delivery Coordinator with German [rekrutacja online]
Kraków
Nr ref.: cc: 701042
Service Delivery:
- Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process
- Acting as an escalation point for process, products related issues driven by daily operations
- Leading meetings to define requirements and operational improvements needs
- Use active & visual management to make sure that business requirements, SLAs and quality measures are understood by the team and are the focus of their daily work
- Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, internal client requirements and priorities
- Measure the level of internal client satisfaction, taking corrective action where necessary
- Work closely with other teams to ensure that all work is carried out in a timely manner and to a high standard
- Feeding back suggestions and improvements in processes
- Ensure that processes are documented, and that knowledge is captured, documented and shared within the team
- Put a system in place to train new hires / less experienced team members in the team's processes and tools
- Provide support for the team members in communicating issues to other teams and ensuring timely resolution
- Respond to and remove any issues that negatively impact the team's ability to work efficiently, e.g. IT issues, communication breakdowns
- Ensure that the team is aware of and can respond to risks that may impact service delivery
- Ensure that team members record their working time accurately
Change Management
- 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
- Develop a culture of continuous improvement within the team
- Co-ordinate any projects that impacts your team, ensuring that the project delivers the required result
- If required, manage the transition of work to your team
- Ongoing operations:
- Monitoring current operations within the team daily. Managing the workload in line with SLAs by organizing, prioritizing and making effective workload allocation decisions
- Identifying issues with processes handled in multiple team and driving a process to find and implement solutions
- Increasing the level of processing knowledge across the team
- Acting as a SME for processes and resolving issues
- Suggesting and implementing changes to tools and documentations needed to support effective service delivery
- Backing up the team manager, if required
Continuous improvement:
- Making sure that the level of service is continuously improving
- Suggesting and using tools to measure improvements
- Participating in and/or leading meetings to define requirements and operational improvements needs
- Coordinating and planning projects, ensuring the success of project’s closure
- Designing, implementing and developing support materials for solutions to be implemented, such as procedures and training manuals
- Ensuring that all required tools and systems are available for the team and that appropriate training of new processes/systems is delivered to the team
Requirements:
Domain Knowledge
- In-depth knowledge of Risk & Healthcare processes and procedures
Technical Skills
- Advanced Excel skills
- Excellent knowledge of Aon tools would be an asset
Analytical Skills
- Ability to analyze processes and identify improvements
- Ability to identify and respond to risks
- Ability to focus on details
Communication Skills
- English and German language level – C1
- Ability to lead meetings and conference calls
- Ability to negotiate
Project Management
- Ability to manage work streams in a project
- Ability to work effectively in a project team
- Extensive experience of Plan Management processes would be an asset
We offer:
- The best medical cover on the market with free dental care
- Generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
- Stability of employment and permanent contract after trial period
- Brand new office supporting collaboration, flexibility and activity based working
- Internal career opportunities and individual development plan
- Unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
- Lots of social events, charity actions and opportunities to integrate with colleagues
Poznaj
Aon Sp z o.o.
Aon jest globalną organizacją, która dostarcza rozwiązania z zakresu zarządzania ryzykiem, emerytur i zdrowia w 120 krajach na świecie. Pomagamy naszym klientom podejmować decyzje w celu ochrony i rozwoju ich działalności.
„Aon” po irlandzku znaczy „jedność” i ta właśnie wartość jest dla nas nadrzędna na co dzień.