Service Delivery Leader, Malaysia

Key Responsibilities

Service Delivery Leadership

• Lead the execution of the Asia Aon Business Services (ABS) service model in Malaysia.
• Be accountable for in-country service delivery performance by meeting agreed targets.
• Collaborate with country Service Delivery Leaders and regional operations to improve service quality, productivity, and cost efficiency.
• Sponsor and champion a continuous improvement culture.
• Resolve issues from clients or colleagues.
• Ensure local operational processes are well-defined, documented, and adhered to.
• Plan workforce requirements and manage resource allocation for effective operations.
• Drive compliance with local, client, and international standards.
• Oversee the Invoicing and Operations team.

Change & Transformation

• Lead in-country change management for new ABS processes, standards, tools, and technologies.
• Identify and execute opportunities for automation or shifting work to alternative locations.
• Participate in planning and transitioning future functions into ABS.

People Leadership

• Build, coach, and develop high-performing teams.
• Set performance standards and development plans for direct reports.
• Support succession planning for key ABS positions.
• Foster collaboration through open communication and a shared purpose.

Governance, Risk, & Reporting

• Manage reporting, due process, and escalation for ABS Errors & Omissions matters.
• Maintain strong relationships with country Delivering Aon United (DAU) partners and key stakeholders.

Data Steward Responsibilities

• Ensure compliance with data standards and maintain data accuracy and integrity.
• Conduct data checks and regular reviews.
• Manage insurer and product mapping requirements.
• Create insurer, sub-agent, and risk codes.
• Perform user access reviews for systems (eGlobal, Aon Connect, QlikView) every six months.

Qualification & Requirements

Professional Qualifications

• Basic Certificate Course in Insurance and Takaful Broking (BCCITB) is a plus.

Skills & Experience

• Strong leadership skills with the ability to build high-performing teams and drive collaboration.
• Ability to align operational plans with organizational strategy.
• Deep understanding of operations, service delivery, and performance measurement.
• Strong analytical and problem-solving abilities.
• Ability to think critically and navigate complex challenges.
• Excellent communication, influence, and negotiation skills with senior stakeholders.
• Strong organizational awareness and results orientation.
• Ability to manage pressure and collaborate effectively with stakeholders with diverse priorities.
• Commitment to the Aon United mindset.

Benefits

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.