Senior Service Delivery Leader, Ops & Risk (Hybrid)

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

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.