Strategic Service Management & Governance Lead

AIA Hong Kong and Macau

Makati

On-site

PHP 900,000 - 1,500,000

Full time

14 days+

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Job summary

AIA Philippines is seeking a Service Management Consultant to drive governance, performance management, and service improvement across internal and external providers. The role acts as a subject matter expert, ensuring services meet SLAs, standards, and business requirements.

You will partner with business leaders and service providers to identify risks, capacity gaps, and process optimization opportunities; develop governance frameworks and lead initiatives to enhance customer experience and

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, 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.

Responsibilities

Service Governance and Oversight: Serve as SME on service management and governance; lead SLA development with partners; establish governance processes and escalation frameworks.
Service Performance Management: Analyze service performance trends and incidents; develop executive dashboards and insights for management; drive corrective actions.
Strategic Service Improvement: Lead cross-functional improvement initiatives; identify automation and digitization opportunities; benchmark against industry standards.