Operations & Technical Director- Fort Washington, PA

Aon Corporation•Fort Washington, PA

8h•Hybrid

About The Position

Aon is seeking an Operations & Technical Director to lead Trust Operations for the AICPA portfolio. This is a hybrid role in Fort Washington, PA. The AICPA Trust Operations group delivers end-to-end operational management across the Trust portfolio, with a clear focus on driving measurable business value through disciplined policy administration, process optimization, and sustainable productivity. This role has full accountability for leading a 30+ colleague Trust Operations function and partners closely with business leaders, product and platform teams, and service partners to define, prioritize, and execute high-impact, value-driven initiatives. Serving as a strategic connector across clients, carriers, and customers, the Operations & Technical Director ensures strong alignment, operational excellence, and consistent delivery across the portfolio. The role operates in a hybrid model and is based in Aon’s Fort Washington, PA office. Aon differentiates itself through deep expertise and innovative solutions designed specifically for the CPA community. The AICPA Member Insurance Programs enable CPAs to manage risk with confidence—professionally and personally—and this role plays a critical part in ensuring those solutions are delivered at scale and with excellence. Notably, the AICPA life insurance program is the most widely adopted term life insurance offering in the association and affinity marketplace. Aon’s longstanding partnership with AICPA leadership and Prudential enables industry-leading pricing, streamlined enrollment, and consistently strong member experience. This role sits at the center of that success, shaping operational strategy and execution to sustain growth and value for members. 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.

Requirements

Fifteen or more years of experience in financial services and/or the insurance industry, with at least ten years in senior management roles leading service centers, sales initiatives, and complex operational functions.
Proven expertise in process design, vendor and shared-services management, performance benchmarking, and product and portfolio oversight, with a strong emphasis on value realization and measurable business outcomes.
Demonstrated ability to lead large operational teams against Client Service Agreements and divisional performance goals while driving continuous improvement.
Strong customer-centric mindset, with a deep understanding of client experience strategies and service excellence.
Highly analytical and data-driven, with the ability to assess performance trends, generate insights, and inform decision-making.
Exceptional leadership, problem-solving, and decision-making capabilities in dynamic, fast-paced environments.
Proven ability to independently manage and prioritize multiple initiatives and projects simultaneously, providing effective operational oversight.
Excellent interpersonal, relationship management, negotiation, and influencing skills, including the ability to collaborate across Affinity Insurance Services, Aon, and the AICPA Insurance Trust.
Outstanding verbal and written communication skills, with the executive presence to engage both internal and external stakeholders.
Passion for delivering exceptional customer outcomes and sustained operational excellence.
Life and Health Producer Licensure required
Bachelor's degree in business or a related field.

Nice To Haves

Property and Casualty Producer Licensure preferred
MBA or advanced degree is a plus
CPA qualification highly preferred

Responsibilities

Lead end-to-end operations across Management, Sales & Service Center, Application Processing, Fulfillment, and related functions to consistently meet client service standards, retention goals, and performance expectations.
Oversee operational execution of 800-line service, customer service, application processing, and fulfillment, ensuring accuracy, timeliness, and high-quality customer experiences.
Direct day-to-day operational management across production volume, quality, compliance, issue resolution, and continuous process improvement, integrating internal teams and external partners.
Establish and manage escalation frameworks to investigate and resolve issues raised by customers, business partners, and the AICPA, ensuring root-cause resolution and sustainable outcomes.
Actively represent the AICPA Trust in client-facing, governance, and leadership forums, serving as a key operational voice with senior stakeholders.
Participate as a core member of the AICPA Trust Strategic Planning Task Force, collaborating with Trust leaders from Aon and Prudential, the Committee Consultant, and the AICPA Liaison to manage Trust operations and strategy.
Identify, evaluate, and recommend strategic initiatives for Committee consideration, ensuring alignment with Trust objectives and long-term priorities.
Engage with the AICPA LIDP Committee, providing executive-level updates and reporting on Trust initiatives and performance during quarterly meetings.
Ensure consistent, transparent communication on key initiatives (e.g., Beneficiary Initiative), reinforcing accountability, progress tracking, and Committee confidence in operational execution.
Align operational initiatives with AICPA Trust and enterprise strategy by identifying opportunities to streamline workflows, enhance efficiency, and deliver measurable business value.
Leverage operational efficiencies, process improvements, and scaled capabilities to expand services and build new competencies supporting AICPA Trust Operations and AICPA Insurance Programs.
Provide operational leadership and oversight for Affinity Enterprise initiatives supporting the AICPA Trust, ensuring execution readiness and cross-enterprise coordination.
Ensure strict adherence to regulatory, compliance, security, and privacy requirements, maintaining controls that safeguard customer information and meet enterprise risk and audit standards.
Own Business Continuity planning and operational resilience execution for the AICPA Trust, ensuring readiness across onshore and offshore operations.
Lead project and portfolio execution by translating business and operational needs into technology and process requirements, resolving key pain points, and ensuring disciplined implementation.
Guide delivery of strategic initiatives aligned with AICPA Strategic Planning Committee priorities and AICPA GenCX leadership objectives.
Oversee systems monitoring, issue resolution, and continuous optimization of operational platforms and tools.
Partner closely with Professional Firms leadership and internal stakeholders to define, implement, and execute divisional goals aligned with business strategy.
Lead and optimize offshore operations through the Affinity East partnership to drive efficiency, meet service-level agreements, and foster a collaborative onshore–offshore operating model.
Govern outsourcing partner engagements, ensuring performance accountability and alignment with AICPA Trust objectives.
Define, track, and report key performance indicators (KPIs), leading indicators, and success metrics to measure operational effectiveness and value realization.
Use data-driven insights to guide prioritization, resource decisions, and continuous improvement.
Translate strategic direction into execution by cascading priorities across teams and ensuring alignment at all organizational levels.
Lead, mentor, and develop leaders across Project Management, Business Analysis, and Salesforce Administration functions.
Establish succession plans, set performance and quality standards, and allocate resources effectively in response to organizational change.