Strategic Service Governance & Performance Lead

AIA; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

AIA in Manila, Philippines is seeking a Service Management Consultant to drive governance, performance, and improvement initiatives across internal and external providers. You will shape service frameworks, oversee SLAs, and provide strategic guidance to leadership to enhance customer experience and operational efficiency.

Key responsibilities include leading cross-functional improvements, analyzing metrics, and driving automation initiatives while maintaining alignment with business

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.
• 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.
• ITIL Foundation, Lean Six Sigma, and Project Management certifications are preferred.

Responsibilities

• Serve as the subject matter expert on service management, governance, and operational performance across Shared Services.
• Lead the development, negotiation, implementation, and review of SLAs with internal and external partners.
• Establish governance processes, performance reviews, and escalation frameworks for service delivery.
• Provide strategic recommendations on risks, capacity, and process enhancements.
• Analyze service performance trends and develop executive dashboards for management decisions.
• Lead root cause investigations and ensure preventive controls are established.
• Drive cross-functional service improvement initiatives from business case to realization.
• Identify opportunities for automation and digitization to improve efficiency.
• Benchmark processes against industry standards and propose enhancements.

Skills

Strategic thinking

Executive communication

Data-driven decisions

Service governance

Analytical problem solving

Influencing without authority

Project management

Change management

Business acumen

Education

Bachelor's degree

ITIL Foundation

Lean Six Sigma

PMI/PRINCE2/Agile certs

Job description

AIA in Manila, Philippines is seeking a Service Management Consultant to drive governance, performance, and improvement initiatives across internal and external providers. You will shape service frameworks, oversee SLAs, and provide strategic guidance to leadership to enhance customer experience and operational efficiency.

Key responsibilities include leading cross-functional improvements, analyzing metrics, and driving automation initiatives while maintaining alignment with business