Service Management Lead: Governance & Improvement

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

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.