At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.
So if you believe in inspiring a better future, read on.
About the Role
The position is mainly responsible for ensuring that services provided by Service Partners properly defined with the corresponding service scope, expected output, costs and service levels to ensure that BPI AIA services to Customers are met in terms of time and quality standards for the assigned channels or segments. He/ she will also be responsible for ensuring that these services are measured versus agreements. He/ she will raise issues and concerns on service delivery and ensure timely resolution. At the same time, he/ she will recommend or initiate improvements and enhancements to existing services or processes with all stakeholders.
Roles and Responsibilities:
- Develops, negotiates and secures Management sign-off of Service Agreements with Partners including the service scope, expected output, costs and service levels.
- Amends the Service Agreements as may be necessary due to changing business requirements.
- Ensures that services covered by the Service Agreements are measured and reported to BPI AIA in a timely and regular manner following the agreed formats and supported by transaction details.
- Tracks reports on Service Errors/ Failures received from Partners, Customers and BSEs and ensures that these are closed and resolved with the proper corrective/ preventive action steps.
- Analyzes reports on actual Service Level performance and Service Errors/ Failures, raises gaps and issues to SSM Head and BPI AIA Management, determines adequacy of measures taken by Partners and recommends proper course of action to SSM Head and BPI AIA Management.
- Conducts Weekly or Bi Monthly Coordination Meeting with Process Owners/Vendors to discuss reported issues, status and action steps to avoid possible recurrence of the same problem.
- Liaises with partner’s Account Manager or person in charge to ensure timely and successful delivery of all solutions related to service related issues with the objective of meeting customers’ need and providing support to sales force.
- Initiates projects to help improve the service delivery to customers and sales force from development of financial assumptions and business case, project defense, secures approval from all concerned units, project set-up, implementation and attainment of target results.
- Develops capacity planning together with the Shared Services Data Analytics Officer using projected sales volume to ensure that required headcount is in place to deliver the required service and meet the target service level.
- Conducts quarterly review with service providers to assess the quality of the services being rendered and identify areas for improvement and opportunities for improving controls.
- Develops and manages the communication internally as well as with bank partners, AIA PH and other vendors in coordinating the service enhancements, new projects and other activities related to service delivery.
- Development and Sign-off of Service Level Agreement with partners and vendors Attainment of service levels by Partners/ Compliance of other Service KPIs Completion of service reports/ studies on schedule Resolution of Services Issues/ Gaps Completion of regular cadence with service providers Completion of Quarterly Review with service providers
Minimum Job Requirements:
- Graduate 4- or 5-year course in Business, Management or other relevant fields
- At least 5 years of work experience preferably with shared services or audit role or other similar field.
- Strong knowledge and understanding on process design and control, can read effectively data and reports
- In-depth knowledge of escalation procedures, incident management and other disciplines related to service management
- With experience in dealing with third party service providers
- Exceptional customer (internal and external) facing skills
- With strong ability to manage and prioritize tasks efficiently
- Solid analytical and problem solving skills
- With readiness to demonstrate a proactive attitude
- Adept in the use of Power point, Excel and other Microsoft Office applications
- Strong interpersonal and communication skills
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.
