# Sr. Manager, Service Excellence, HRSSO

**Company**: AIA
**Location**: Shanghai, CN-AIA China
**Experience**: senior
**Job type**: full-time
**Category**: HR
**Industry**: Financial Services
**Wikidata**: https://www.wikidata.org/wiki/Q30255387

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Shanghai-CN-AIA-China/Sr-Manager--Service-Excellence--HRSSO_JR-69281?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a322e793-54d

## Description

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

As a Sr. Manager, Service Excellence, HRSSO, you will play a pivotal role in supporting the entire employee lifecycle, from onboarding to offboarding, ensuring seamless execution of HR processes and services.

**Responsibilities:**

- Identify opportunities to improve the quality, efficiency and consistency of Employee Services.

- Review employee service journeys and identify pain points and improvement opportunities.

- Support initiatives to enhance employee experience and service accessibility.

- Monitor service trends and identify recurring issues requiring process or service improvements.

- Review existing Employee Services processes and identify opportunities for simplification, standardization and efficiency improvement.

- Work with relevant stakeholders to improve end-to-end employee service processes.

- Support the design and implementation of practical process improvements.

- Promote a continuous improvement mindset within the Employee Services team.

- Identify opportunities to make better use of existing HR systems and service channels to improve Employee Services.

- Work closely with relevant HR system and technology stakeholders to translate Employee Services requirements into practical system enhancements.

- Support increased utilization of self-service and system-enabled service solutions.

- Identify opportunities to reduce manual and repetitive activities through better process and system utilization.

- Support the monitoring and analysis of Employee Services performance indicators, including service quality, SLA, accuracy, productivity and employee satisfaction.

- Use operational data and service insights to identify root causes and improvement opportunities.

- Support the development and implementation of service quality improvement initiatives.

- Work closely with HR stakeholders, HR business partners, HR system teams and service providers to resolve service issues and implement improvements.

- Translate employee and business needs into practical service enhancement opportunities.

- Support vendor discussions relating to service quality, process improvement and operational effectiveness.

- Contribute to the ongoing evolution of Employee Services toward a more standardized, efficient and scalable service delivery model.

- Explore opportunities to enhance self-service, knowledge management, automation and digital service channels where appropriate.

- Support the implementation and adoption of new ways of working within Employee Services.

- Contribute to selected HR Shared Services improvement initiatives based on business priorities.

**Requirements:**

- Bachelor's degree.

- 7+ years of experience in HR operations, HR service delivery, HR systems, process improvement or related HR functional areas. HRIS experience is a plus.

- In-depth knowledge of HR policies, procedures, and compliance requirements.

- Proficiency in HRIS (e.g., Workday, SAP SuccessFactors, or similar systems) and advanced Excel skills.

- Demonstrated ability to understand complex processes and identify practical improvement opportunities.

- Strong stakeholder management and communication skills, with the ability to collaborate effectively with employees at all levels.

- Strong learning agility and ability to work across different HR functions and stakeholder groups.

- Strong problem-solving and analytical skills, with a focus on process improvement and operational efficiency.

- Attention to detail and ability to manage multiple priorities in a fast-paced environment.

- Strong customer / employee orientation.

## Skills

### Required
- HRIS
- Excel
- HR policies
- process improvement
- stakeholder management
- communication
- problem-solving
- analytical skills

### Nice to have
- Workday
- SAP SuccessFactors
- project management
- change management
- HR Technology
- IT
- cross-functional teams

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Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Shanghai-CN-AIA-China/Sr-Manager--Service-Excellence--HRSSO_JR-69281?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)