Onshore Production Certificate Escalation Lead

Onshore Production Certificate Escalation Lead

Role Type: Existing vacancy

Do you enjoy solving complex client issues and guiding others through tricky situations? Are you excited by a role that combines commercial insurance knowledge with operations, service quality, and team support?

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!

This is a hybrid role with the flexibility to work both virtually and from our Aon offices in Toronto or Calgary.

Candidates must be flexible to work a schedule that may range from 9:30 a.m. to 5:30 p.m. (Mountain Time if based in Calgary).

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.

What the day will look like

• Make sure advanced certificate and automobile 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.

How this opportunity is different

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.

Skills and experience that will lead to success

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

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.

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