Chief Client Officer

Chief Client Officer

We're hiring! We are looking for a Chief Client Officer (CCO) to join us in Kuala Lumpur, Malaysia!

The Chief Client Officer (CCO) plays a pivotal role in our organization, overseeing all client-related activities to ensure a seamless and exceptional client experience. The CCO is responsible for nurturing and expanding client relationships, overseeing client service operations, and driving client-centric strategies that align with the company's goals. This executive position demands a strategic problem solver with a robust understanding of client needs, market trends, and discernment. The CCO has a lead role in Aon’s pivotal initiatives in the Client/Up-sell/Cross-sell/Retention areas by developing and implementing improvements for both clients and colleagues in Aon’s servicing models, particularly in respect of large and/or complex clients and continually improving our teams’ risk and product capability and bringing the best of Aon.

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, diverse team, and we are passionate about helping our colleagues and clients succeed.

Key Responsibilities

Client Relationship Management

• Build and maintain strong, long-term relationships with key clients, ensuring their needs and expectations are met and exceeded.
• Act as a key point of contact for major clients, addressing any concerns and ensuring their satisfaction.
• Leverage client feedback to inform and guide the development of products and services.
• Drive an innovative and proactive approach to product offerings, coverage, and delivery channels, and strengthen our markets.
• Provide product insight to support the digital strategy for investigation of new digital product offerings, improved client experiences and efficient renewal model.

Strategic Planning and Execution

• Lead the development and implementation of client-centric strategies to enhance client satisfaction and loyalty.
• Collaborate with the local executive team to align client strategies with overall business objectives.
• Identify opportunities for growth within existing client accounts and develop strategies to bring together new business / Delivering Aon United DAU.
• Strategic involvement in new business opportunities or defense tenders and placement of large, complex accounts if and when required.
• Proactively review high value accounts 3-6 months out from the renewal to identify those clients at a high risk of being lost and develop engagement strategy.

Team Leadership and Development

• Guide, mentor, and develop high-performing client service teams.
• Establish and monitor performance metrics to ensure client teams deliver exceptional service.
• Champion a client-focused and business development culture within the organization.
• Assist in an Operations perspective to review the process of how we offer and cross-sell products to ensure that appropriate products are being offered consistently to clients with strong follow-up and engagement from colleagues.

Operations and Improvement In Execution

• Oversee client service operations to ensure efficiency and effectiveness.
• Implement and refine processes to improve client interactions and service delivery.
• Review current process for retention, review, and benchmark against standard process in Aon.
• Establish more effective investigation and reporting around retention and reasons for leaving.
• Ensure compliance with industry standards and regulations.

Financial Oversight

• Jointly with the local executive team develop and lead the client revenue budget.
• Monitor financial performance and implement strategies to achieve financial targets.
• Analyze and report on client service metrics and financial outcomes.

Qualifications and Skills

• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA preferred.
• Minimum of 10 years of experience in client services, with at least 5 years in a leadership role.
• Proven track record of developing and implementing successful client-centric strategies.
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with clients and internal collaborators.
• Strong analytical and problem-solving abilities.
• Excellent leadership and team management skills.
• Ability to think strategically and implement tactically.
• Proficiency in Aon Connect and other relevant tools.

Key Competencies

• Client Focus: Dedicated to meeting the expectations and requirements of clients; acts with clients in mind; establishes and maintains effective relationships with clients and gains their trust and respect.
• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future-oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Leadership: Can inspire and motivate individuals and teams to achieve high performance; demonstrates passion, enthusiasm, and energy for the business; fosters a positive and proactive work environment.
• Financial Acumen: Understands financial principles and is able to apply them to achieve business objectives.

Working Conditions

• The Chief Client Officer role will work very closely with the local Executive Team (Team Leaders, Heads of Department) and report into the CEO.
• Relationships:

Internal: the local Executive Team, Regional Sub-region colleagues, Regional Specialty leaders and placement teams, Global Broking Centers

External: Clients, Prospects, Insurers

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.

#LI-LC2

2551378