Job Description

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 Service Management Consultant is responsible for driving service governance, service performance management, and service improvement initiatives across internal and external service providers. The role serves as the subject matter expert for service management practices, ensuring that services are delivered in accordance with agreed service levels, operational standards, and business requirements.

The position provides strategic consultation to business leaders, partner organizations, and service providers by identifying service risks, performance gaps, capacity constraints, and process improvement opportunities. The role is accountable for establishing service frameworks, influencing stakeholders, driving resolutions of complex service issues, and leading initiatives that enhance customer experience, operational efficiency, and service quality

Roles and Responsibilities:

Service Governance and Oversight

• Serve as the subject matter expert on service management, service governance, and operational performance across Shared Services.
• 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.

Service Performance Management

• 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.

Strategic Service Improvement

• 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.

Minimum Job Requirements:

Education

• Bachelor's degree in Business, Management, Engineering, Data Analytics, Communications, Information Systems, or related field.

Experience

• 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.

Preferred Qualifications

• ITIL Foundation or Service Management certification.
• Lean Six Sigma certification.
• Project Management certification (PMP, PRINCE2, Agile, or equivalent).

Competencies

• Strategic thinking
• Executive communication and presentation skills
• Data-driven decision making
• Service governance expertise
• Strong business acumen
• Influencing without authority
• Project and change management
• Analytical problem solving

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.