We are seeking a talented individual to join our Mercer Philippines Ops & Tech Philippines Delivery team, part of our people and investments business at Marsh. This role will be based in Manila, Philippines. This is a hybrid role that has a requirement of working at least three days a week in the office.
The AVP, Service Delivery Leader will oversee service delivery performance across accuracy, productivity, and turnaround time while maintaining strong stakeholder relationships. The role will lead operational efficiency, people development, risk and compliance performance, and system implementation and business process improvement initiatives.
We will count on you to:
Manage Service Level Agreements (SLAs) on accuracy, productivity, and turnaround time (TAT) in accordance with agreed standards with internal and external stakeholders.
Maintain day-to-day stakeholder interactions and develop relationships with first-line managers of operating companies on performance, exceptions, expectations, forecasts, process changes, and improvement plans.
Effectively manage available resources, including people and processes, to ensure operational efficiency.
Assess team competencies, potential, and performance levels and implement development and engagement plans that address current and future skill requirements.
Set goals, provide timely and objective feedback, identify skill and competency gaps, and develop tailored learning plans for team members.
Maintain performance on operational risk and compliance, report and highlight exceptions, and manage system implementation and Business Process Improvement projects.
What you need to have:
Experience managing Service Level Agreements (SLAs) covering accuracy, productivity, and turnaround time (TAT).
Experience managing operational resources, including people and processes, to deliver efficient operations.
Experience developing team capability through goal setting, feedback, competency assessment, and tailored learning plans.
Experience managing operational risk and compliance, system implementation, or Business Process Improvement projects.
What makes you stand out?
Experience from Employee Health & Benefits Insurance or Broking industry in Policy administration and member management
Demonstrated ability to build effective relationships with operating company stakeholders and first-line managers.
Experience using performance information, exceptions, forecasts, and process changes to drive service improvements.
Track record of identifying skill and competency gaps and implementing development and engagement plans.
Why join our team:
We help you be your best through professional development opportunities, interesting work and supportive leaders.
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.