Sr. Manager, Service Excellence, HRSSO

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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

Employee Services Lead – Service Excellence plays a pivotal role in supporting the entire employee lifecycle, from onboarding to offboarding. This position ensures the seamless execution of HR processes and services, particularly in employee lifecycle management.

The role will support the continuous improvement and evolution of Employee Services, with a focus on service quality, employee experience, process effectiveness and operational efficiency.

The role will work closely with HRSSO head and relevant HR stakeholders to identify opportunities to simplify processes, improve service delivery, make better use of existing HR systems and enhance the overall employee experience.

The role will also contribute to the ongoing development of a more efficient, consistent and scalable Employee Services model.

Roles and Responsibilities：

Employee Services Excellence

• 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.

Process Improvement

• 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.

HR System & Service Enablement

• 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.

Service Quality & Performance

• 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.

Stakeholder & Vendor Collaboration

• 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.

Future Service Model Development

• 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.

Minimum Job Requirements：

Education and Experience

- 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.

Skills and Competencies

- 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.

Preferred

- Experience in HR Shared Services, Employee Services or HR Operations.

- Experience with Workday or other HR information systems.

- Experience in process improvement, service optimization or operational excellence.

- Experience working with HR Technology, IT or other cross-functional teams.

- Experience in project or change management.

- Previous people leadership or project leadership experience.

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.