AVP, Service Delivery & Operations Leader

Mercer; Taguig; Hybrid; PHP 1,800,000 - 3,200,000; Full time

Job summary

Mercer Philippines Ops & Tech Delivery team in Manila seeks an AVP, Service Delivery Leader to oversee service delivery across accuracy, productivity and turnaround time, while maintaining strong stakeholder relationships in a hybrid role requiring at least three days in the office.

You will drive operational efficiency, people development, risk and compliance performance, and lead system implementations and business process improvement initiatives.

Qualifications

• Experience managing SLAs on accuracy, productivity, and turnaround time.
• Experience managing operational resources to deliver efficient operations.
• Experience developing team capability through goal setting, feedback, competency assessment, and tailored learning plans.
• Experience managing operational risk, compliance, system implementation, or Business Process Improvement projects.

Responsibilities

• Manage SLAs on accuracy, productivity, and turnaround time with 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.

Skills

SLA management

Resource planning

Team development

Risk & compliance oversight

Job description

Mercer Philippines Ops & Tech Delivery team in Manila seeks an AVP, Service Delivery Leader to oversee service delivery across accuracy, productivity and turnaround time, while maintaining strong stakeholder relationships in a hybrid role requiring at least three days in the office.

You will drive operational efficiency, people development, risk and compliance performance, and lead system implementations and business process improvement initiatives.