Senior Manager - Service Excellence

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 Senior Manager – Service Excellence is responsible for driving business growth and strengthening service management capabilities across the organization. This role combines strategic business development with leadership in service excellence to identify new opportunities, enhance partnership with Local Business Units (LBU) and Group Office, and lead initiatives that uplift service standards, operational efficiency, and long-term value creation.

Business Development Identify and pursue new business opportunities within the shared services environment, including value-added services and strategic partnerships.

Build and commercialize business and service models, ensuring offerings are tailored to evolving LBU, Group Office and market needs.

Develop and execute growth strategies that aligned with organizational priorities and transformation objectives.

Construct robust commercial models for new services to ensure financial viability and scalability.

Build and manage a structured pipeline of opportunities through market intelligence, stakeholder engagement, and solution development.

Lead the preparation of proposals, business cases, and value propositions tailored to LBU and Group Office.

Collaborate with internal teams across various functions to align shared services capabilities with future growth.

Service Management Establish and enhance end-to-end service management frameworks that define clear accountabilities, performance standards, and governance structures.

Lead service excellence programs aimed at improving turnaround time, accuracy, customer satisfaction while promoting consistency across functions.

Collaborate closely with various functional teams to identify improvement opportunities within the service models and translate insights into actionable change.

Develop and monitor service dashboards and KPIs (e.g. SLA, CSAT, NPS, productivity) to track performance and drive action.

Conduct root cause analysis and lead issue resolution to improve service reliability and LBU and Group Office confidence.

Embed continuous improvement tools and methodologies (e.g. Lean, Six Sigma) to streamline workflows and eliminate non-value-adding activities.

Champion a customer-centric mindset to strengthen customer experience across the LBU and Group Office, reinforcing overall business value.

Analyse stakeholder feedback to inform enhancements and elevate overall service quality.

Business Analysis Lead the business analysis function to support strategic service and operational initiatives.

Identify and translate business needs into clear, structured requirements to improve services and operations.

Analyze performance data, trends and pain points to generate actionable insights and recommendations.

Collaborate with various functional teams to design and implement effective, scalable solutions.

Leadership and Stakeholder Engagement Provide strategic leadership across cross-functional teams to drive service management and business growth.

Build and maintain strong working relationships with LBU and Group Office, to align service expectations and priorities.

Lead change initiatives through transitions in service design or scope, ensuring minimal disruption.

Lead the team to build capability, drive ownership, and enable succession within the shared services structure.

Represent service excellence perspectives in strategic forums and enterprise-wide planning sessions.

Innovation and Continuous Improvement Promote a culture of innovation and continuous improvement by piloting and scaling new service models.

Leverage automation, digital tools and data analytics to improve service efficiency and visibility.

Stay current on industry trends and evolving best practices in shared services, insurance operations, and service management.

Pilot new service models and process improvements to validate effectiveness before broader implementation.

Job Requirements : Education Bachelor’s Degree in Business Administration, Operations Management, or a related field.

Experience At least 10 years of relevant experience in service management, business development, preferably within insurance or financial services or consulting shared services.

Minimum 5 years in a leadership role, within a shared services or centralized operations structure.

Demonstrated success in building commercial models, driving service transformation and managing client and stakeholder relationships.

Experience influencing strategic decisions at senior levels and navigating complex organizational environments.

pecial Skills Strategic and commercial mindset with strong service management expertise.

Deep knowledge of service frameworks, client engagement models, and operational governance.

Strong knowledge and hands-on experience with service management tools (e.g. ServiceNow, or equivalent) to monitor performance, manage workflows and drive continuous service improvement initiatives.

Excellent stakeholder communication and influencing skills across all levels.

Strong analytical and storytelling skills to support decision-making.

High resilience, adaptability, and ability to lead in complex, evolving environments.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

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