Hybrid AVP: Service Delivery Leader for Ops & Risk

Marsh McLennan; Manila; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

Mercer Philippines is seeking an AVP, Service Delivery Leader to oversee service delivery performance across accuracy, productivity, and turnaround time, while maintaining strong stakeholder relationships. The role leads operational efficiency, risk/compliance performance, and BPM initiatives in a hybrid Manila office, requiring collaboration with first-line managers and teams to deliver high-quality service.

Qualifications

• Experience managing SLAs covering accuracy, productivity, and turnaround time (TAT).
• Experience managing operational resources to deliver efficient operations.
• Experience developing team capability through goal setting and learning plans.
• Experience managing operational risk and compliance, system implementations or process improvements.

Responsibilities

• Oversee service delivery performance across accuracy, productivity, and TAT with stakeholders.
• Maintain day-to-day stakeholder interactions with operating company managers on performance and forecasts.
• Manage resources to ensure operational efficiency and delivery.
• Assess team competency and implement development and engagement plans.
• Set goals and provide feedback; identify gaps and tailor learning plans.
• Maintain risk and compliance performance and drive BPM projects.

Skills

SLA management

Resource management

Team development

Risk & compliance

Process improvement

Job description

Mercer Philippines is seeking an AVP, Service Delivery Leader to oversee service delivery performance across accuracy, productivity, and turnaround time, while maintaining strong stakeholder relationships. The role leads operational efficiency, risk/compliance performance, and BPM initiatives in a hybrid Manila office, requiring collaboration with first-line managers and teams to deliver high-quality service.