Onshore Production Certificate Escalation Lead

Aon Corporation•Calgary, AB

2d•Hybrid

About The Position

Join Aon as an Onshore Production Certificate Customer Concern Lead and play a key role in how we support certificate and vehicle slip inquiries throughout Canada! Applicants must be legally authorized to work in Canada. This role is not eligible for sponsorship, and we are unable to sponsor or take over sponsorship of an employment visa or work permit. 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. In this role, you will be a key reference point for certificate and auto slip critical issues across Canada, helping shape how Aon delivers service to important commercial clients. You’ll work closely with Producers, Brokers, Account Executives, and leaders, and you’ll be supported by a national Onshore Production team and shared services. This position sits at the crossroads of technical insurance, operations, and client experience, giving you visibility, influence, and a clear impact on outcomes. It’s a great opportunity to deepen your commercial P&C expertise while helping to build and continuously improve a centralized blocking issue model.

Requirements

Solid technical knowledge of commercial P&C insurance, with the ability to propose practical solutions to complex issues.
Comfort with tools and technology, including intermediate‑ to advanced‑level Excel (pivot tables, VLOOKUP, and complex formulas).
Ability to explain the value of standardized and centralized operations and how they support consistent client service.
Experience managing workload and resource allocation in a high‑volume or multi‑tasking environment.
Strong interpersonal and communication skills, with the ability to work effectively with internal and external partners.
Experience working in a busy, client-centered environment, capable of prioritizing, adapting to change, and handling non-routine tasks.
Strong analytical skills and sound judgment, with the ability to understand client needs, interpret issues, and develop repeatable solutions.
Must possess and maintain an appropriate broker’s license

Nice To Haves

French language skills are considered an asset.
Experience with Aon internal platforms and systems is an asset, but not required.

Responsibilities

Make sure advanced certificate and automatic slip cases are resolved within agreed timelines and service standards, with a focus on accuracy, client experience, and risk management.
Be responsible for critical issue mailboxes, including peak periods and time‑sensitive items; assign work based on volume, complexity, and team expertise, and review cases to confirm proper triage and documentation.
Check that colleagues complete all required steps to investigate and resolve customer concerns (for example: confirming coverage, updating or re‑issuing certificates/autoslips, coordinating with internal collaborators, and documenting resolutions) and follow up on high‑impact items with clear status updates.
Support colleagues in troubleshooting escalation‑related issues, offering guidance on when to bring up further and when to close, and provide coaching on unfamiliar or sensitive situations, including cross‑provincial and regulatory nuances.
Take part in internal and, when appropriate, client‑facing discussions to explain how critical issues are handled, what our service standards are, and how we resolve issues.
Monitor service delivery through agreed metrics and service levels, helping the team stay aligned and work together on customer concern requests across Canada.
Analyze recurring critical issue themes, identify process or training gaps, and share recommendations with the relevant teams.
Develop and improve procedures for handling customer issues mailboxes and certificate/auto slip requests; evaluate how current processes and systems are working and suggest enhancements.
Help ensure consistent application of policies, standards, and critical issue thresholds across Canadian regions.
Handle unusual or complex customer concern inquiries directly or by coordinating with the right customers, and ensure timely, accurate resolution and communication back to client‑facing teams.