Sr. Manager, Service Excellence, HRSSO

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.