Service Management Innovator: Governance & Performance

AIA Philippines

Makati

On-site

PHP 1,200,000 - 1,800,000

Full time

7 days ago

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Job summary

AIA Philippines seeks a Service Management Consultant to drive governance, performance management, and service improvements across internal and external partners. The role focuses on establishing SLAs, governance frameworks, and strategic recommendations to enhance service delivery.

Responsibilities include analyzing service performance trends, developing executive dashboards, leading cross-functional improvement initiatives, and driving automation and digitization to improve customer

Qualifications

Bachelor's degree in Business, Management, Engineering, Data Analytics, Communications, Information Systems, or related field.
5+ years of experience 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

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.
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.
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.