Business Governance Complaints Analyst
Kraków
Nr ref.: 2552467/276131
At Aon, we are dedicated to shaping better decisions that protect and enrich the lives of people around the world. As a unified, inclusive, and diverse team, we are passionate about empowering our colleagues and clients to succeed. Join us as a Governance Analyst, where you will play a vital role in the effective management of our Complaints framework within the Business Governance team.
This is a hybrid role with the flexibility to work from our Kraków office.
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.
What the day will look like
- Contribute to the effective management of the components of the Complaints framework that sit within the Business Governance team.
- Support AUKL business units to manage their complaints within policy and regulatory requirements and timeframes.
- Log complaints in accordance with policy requirements.
- Prepare and distribute complaints reporting – weekly, monthly, quarterly and ad-hoc as required.
- Maintain and update complaints collateral, including training material, Aon Avenue complaints related pages and complaints training modules.
- Identify opportunities for improvement within the complaints process whilst ensuring all policy and requirements are met; collaborate within the Business Governance team and Compliance team to explore and implement opportunities were possible, including taking advantage of automation / platform improvement options.
- Review and analyse complaints data metrics, identifying root causes and trends; escalating as appropriate, and working with key stakeholders to agree and implement solutions.
- Contribute to specific project initiatives as appropriate.
- Support system upgrade for Respond complaints system.
- Support collation of data for regulatory RMAR declaration to FCA.
- Assist with the coordination of management responses for compliance reviews and audits and ensuring that all matters of significance are monitored and tracked through to completion.
- Consumer Duty Quarterly Data Preparation (Wealth AIL Data, Vulnerable Customers, CIL Items).
- Upload process mapping to OneView for Operational Resilience.
- Support Scenario Testing for Operational Resilience – logging responses, uploading to OneView, keeping audit trail.
- Support preparation of Operational Resilience Board Self-Assessment document.
- Support quarterly declaration process for binders.
- WRF User Access Review.
- Support update of WRF SOPs.
- Support Swiss Individual Cross Border Licence Applications.
- Prepare Governance Dashboard template.
- Exiger User Access Review.
- Support all activities to ensure that the business units understand and adhere to governance requirements in key areas.
How this opportunity is different
Specifically, the role of Governance Analyst operates within a pool of cross-skilled resources, providing multi-disciplined support, through:
- Coordinating, undertaking and supporting governance activities in accordance with the requirements of Aon’s own internal policies and procedures and those of its regulators.
- Providing support to members of the Business Governance team and wider business.
- Where appropriate, taking ownership for assigned projects and initiatives.
Skills and experience that will lead to success
- Commercial understanding of business and the insurance market.
- Experience of a working in a risk and control environment.
- Excellent written and oral communication skills, including report writing and presentations.
- Time management and organisational skills.
- Proactive self-starter, with good attention to detail.
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.