AVP, Service Delivery Leader

PH005 Mercer Philippines; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Mercer Philippines is seeking an AVP, Service Delivery Leader to oversee service delivery performance across accuracy, productivity, and turnaround time in Manila. This hybrid role requires in-office work at least three days weekly and focuses on operational efficiency, risk management, and process improvements.

You will lead stakeholder relationships, manage resources, develop people, and implement business process improvements across Marsh's Investments services delivery team.

Qualifications

• Experience managing SLAs for accuracy, productivity, and turnaround time.
• Experience managing resources (people and processes) to deliver efficient operations.
• Experience with risk and compliance, or Business Process Improvement projects.
• Experience leading strategic service delivery initiatives.

Responsibilities

• Manage SLAs on accuracy, productivity, and turnaround time with internal and external stakeholders.
• Maintain day-to-day stakeholder interactions with first-line managers on performance, forecasts, changes and improvements.
• Effectively manage resources to ensure operational efficiency.
• Assess team competencies and implement development and engagement plans.
• Set goals, provide feedback, and develop learning plans for team members.
• Maintain performance on operational risk and compliance, and manage BPIs and system implementations.

Skills

SLAs management

Resource management

Team development

Risk & compliance

Job description

Company: Mercer

Description:

We are seeking a talented individual to join our Mercer Philippines Ops & Tech Philippines Delivery team, part of our people and investments business at Marsh. This role will be based in Manila, Philippines. This is a hybrid role that has a requirement of working at least three days a week in the office.

The AVP, Service Delivery Leader will oversee service delivery performance across accuracy, productivity, and turnaround time while maintaining strong stakeholder relationships. The role will lead operational efficiency, people development, risk and compliance performance, and system implementation and business process improvement initiatives.

We will count on you to:

• Manage Service Level Agreements (SLAs) on accuracy, productivity, and turnaround time (TAT) in accordance with agreed standards with internal and external stakeholders.
• Maintain day-to-day stakeholder interactions and develop relationships with first-line managers of operating companies on performance, exceptions, expectations, forecasts, process changes, and improvement plans.
• Effectively manage available resources, including people and processes, to ensure operational efficiency.
• Assess team competencies, potential, and performance levels and implement development and engagement plans that address current and future skill requirements.
• Set goals, provide timely and objective feedback, identify skill and competency gaps, and develop tailored learning plans for team members.
• Maintain performance on operational risk and compliance, report and highlight exceptions, and manage system implementation and Business Process Improvement projects.

What you need to have:

• Experience managing Service Level Agreements (SLAs) covering accuracy, productivity, and turnaround time (TAT).
• Experience managing operational resources, including people and processes, to deliver efficient operations.
• Experience developing team capability through goal setting, feedback, competency assessment, and tailored learning plans.
• Experience managing operational risk and compliance, system implementation, or Business Process Improvement projects.

What makes you stand out?

• Experience from Employee Health & Benefits Insurance or Broking industry in Policy administration and member management
• Demonstrated ability to build effective relationships with operating company stakeholders and first-line managers.
• Experience using performance information, exceptions, forecasts, and process changes to drive service improvements.
• Track record of identifying skill and competency gaps and implementing development and engagement plans.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.