Service Management Consultant

AIA Hong Kong and Macau; Philippines; On-site; PHP 2,000,000 - 3,000,000; Full time

Job summary

AIA Hong Kong and Macau seeks a Service Management Consultant to drive governance, performance management, and service improvement across internal and external providers. You’ll serve as a subject-matter expert, develop SLAs, and provide strategic guidance to leaders.

The role focuses on improving customer experience, operational efficiency, and service quality through governance, analytics, and cross-functional initiatives.

Qualifications

• Bachelor's degree in a related field is required.
• 5+ years in Service Management, Operations Management, Shared Services, Customer Services, or Process Improvement.
• Experience managing complex stakeholder relationships and third‑party service providers.
• Experience leading enterprise-wide projects and process transformation initiatives.
• Experience presenting recommendations and service insights to senior leadership.

Responsibilities

• Oversee service governance and SLAs with internal and external partners.
• Analyze service performance and produce executive dashboards for decision-making.
• Lead cross-functional service improvement initiatives from business case to implementation.
• Identify risks, capacity constraints, and opportunities for automation or digitization.

Skills

Strategic thinking

Executive communication

Presentation skills

Data-driven decision making

Service governance

Business acumen

Influencing without authority

Project management

Change management

Analytical problem solving

Education

Bachelor's degree in Business, Management, Engineering, Data Analytics, Communications, Information Systems, or related field

Job description

FIND YOUR 'BETTER' AT AIA We don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we'd love to hear from you.

About the Role

The Service Management Consultant is responsible for driving service governance, service performance management, and service improvement initiatives across internal and external service providers. The role serves as the subject matter expert for service management practices, ensuring that services are delivered in accordance with agreed service levels, operational standards, and business requirements. The position provides strategic consultation to business leaders, partner organizations, and service providers by identifying service risks, performance gaps, capacity constraints, and process improvement opportunities. The role is accountable for establishing service frameworks, influencing stakeholders, driving resolutions of complex service issues, and leading initiatives that enhance customer experience, operational efficiency, and service quality.

Roles and Responsibilities

• Service Governance and Oversight
  • Serve as the subject matter expert on service management, service governance, and operational performance across Shared Services.
  • Lead the development, negotiation, implementation, and periodic review of Service Level Agreements (SLAs) and service performance frameworks with internal and external partners.
  • Establish service governance processes, performance review mechanisms, and escalation frameworks to ensure effective service delivery.
  • Provide strategic recommendations to management on service risks, capacity requirements, process enhancements, and service improvement opportunities.
• Service Performance Management
  • Analyze service performance trends, operational metrics, service failures, and customer-impacting incidents to identify risks and opportunities.
  • Develop executive-level dashboards, performance reports, and service insights to support decision-making by management.
  • Challenge service providers and internal stakeholders on recurring performance issues and drive sustainable corrective action plans.
  • Lead root cause investigations of significant service issues and ensure preventive controls are established.
• Strategic Service Improvement
  • Lead cross-functional service improvement initiatives from business case development through implementation and benefits realization.
  • Identify opportunities for automation, digitization, process simplification, and operational efficiency improvements.
  • Drive transformation initiatives aimed at improving customer experience, turnaround times, service quality, and operating effectiveness.
  • Benchmark service processes and practices against industry standards and recommend enhancements.

Minimum Job Requirements

• Education Bachelor's degree in Business, Management, Engineering, Data Analytics, Communications, Information Systems, or related field.
• Experience 5+ years of experience in Service Management, Operations Management, Shared Services, Customer Services, or Process Improvement.
• Proven experience managing complex stakeholder relationships and third-party service providers.
• Experience leading enterprise-wide projects and process transformation initiatives.
• Experience presenting recommendations and service insights to senior leadership.

Preferred Qualifications

• ITIL Foundation or Service Management certification.
• Lean Six Sigma certification.
• Project Management certification (PMP, PRINCE2, Agile, or equivalent).

Competencies

• Strategic thinking
• Executive communication and presentation skills
• Data-driven decision making
• Service governance expertise
• Strong business acumen
• Influencing without authority
• Project and change management
• Analytical problem solving

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we've been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA.