Sr. Manager, Operational Excellence

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

Position: Sr. Manager, Operational Excellence

Roles and Responsibilities:

1. HRSSO Transformation Planning and Execution

• Support the HRSSO Head in developing and maintaining the HR Shared Services transformation roadmap.
• Identify opportunities to improve service scope, delivery approach, governance and organizational effectiveness across HRSSO.
• Translate the HRSSO transformation agenda into structured initiatives and support their implementation and progress tracking.
• Bring relevant market practices and emerging trends into HRSSO operating model and transformation discussions.
• Lead assigned transformation programs from planning and design through implementation, stabilization, and post-implementation review.
• Coordinate transformation activities across HRSSO service teams and relevant HRSSO internal and external stakeholders.
• Identify program dependencies, delivery risks, resource constraints, and implementation barriers, and escalate significant matters to the HRSSO Head.
• Monitor the realization and sustainability of approved transformation benefits.
• Prepare decision papers, business cases, progress updates, and recommendations for the HRSSO Head and relevant project forums.

 

2. Operational Excellence and Continuous Improvement

• Design and maintain the operational excellence and continuous improvement framework for HRSSO, subject to approval by the HRSSO Head. Establish a structured process for identifying, evaluating, prioritizing, and tracking improvement opportunities.
• Collaborate with relevant team leaders to drive end-to-end process reviews across Employee Services, Payroll Services and other relevant HRSSO service areas to identify improvement opportunities.
• Facilitate process improvement initiatives using appropriate methodologies, such as Lean, Six Sigma, value-stream mapping, root-cause analysis, and structured problem-solving.
• Lead process simplification, standardization and optimization to improve efficiency, quality and employee experience.
• Identify process bottlenecks, unnecessary manual activities and control gaps, and facilitate root-cause analysis and practical solutions.
• Build continuous improvement capability within HRSSO through coaching, workshops, tools, and practical application.
• Promote a culture of accountability, simplification, employee focus, and evidence-based decision-making.

 

3. Digital Enablement and Automation

• Support the HRSSO Head in defining and driving the digitalization agenda for HR operations, including the application of TDA and other relevant digital capabilities.
• Identify and prioritize digitalization opportunities across HRSSO processes
• Translate operational needs into digital solution requirements, user stories, process designs, and acceptance criteria, and partner with HR TDA, IT and other relevant stakeholders to drive implementation.
• Support solution assessment and provide recommendations to the HRSSO Head and relevant decision-makers.
• Pilot and track adoption and business impact of digital initiatives, including productivity, service quality and employee experience improvements.

4. Service Performance and Management Reporting

• Develop and maintain the HRSSO performance management framework under the direction of the HRSSO Head.
• Develop management dashboards and reports covering service demand, workload, turnaround time, backlog, accuracy, productivity, employee experience, digital adoption, and control performance.
• Monitor performance trends, identify gaps and root causes, and facilitate improvement actions with relevant teams.
• Provide fact-based performance insights and recommendations to support HRSSO management decision-making.
• Support service delivery managers in developing performance recovery or improvement plans.

5. Change Management and Stakeholder Coordination

• Develop and execute change management plans for assigned transformation and improvement initiatives.
• Coordinate communications, training, stakeholder engagement, adoption monitoring, and reinforcement activities.
• Prepare materials for leadership meetings, workshops, and employee or manager communications.

6. Capability Building

• Set objectives and development plans that align with priorities established by the HRSSO Head.
• Support HRSSO head in enhancing HRSSO teams’ capability in project management, process improvement, data analysis, service design, change management, and digital transformation.
• Develop and solidify reusable methodologies, tools, templates, and implementation standards.
• Coach service delivery teams and project participants in continuous improvement and structured problem-solving practices.
• Support knowledge transfer from external consultants or technology partners.
• Manage external resources assigned to specific transformation initiatives within approved scope and budget authority.
  

Minimum Job Requirements:

Education and Experience

• Bachelor’s degree.
• 8-10 years of experience in HR Operations, HR Shared Services, Operational Excellence, HR Transformation or related areas.
• Experience in process improvement, transformation or project management.

Skills and Competencies

• In-depth knowledge of HR Shared Services operations, processes and service delivery models.
• Strong process improvement and operational excellence capabilities.
• Experience in KPI development, performance tracking and operational reporting.
• Strong data analytics skills with the ability to translate data into actionable insights.
• Good understanding of HR digitalization, automation and technology-enabled solutions.
• Proficiency in HRIS (e.g., Workday or similar systems) and advanced Excel skills.
• Ability to prepare management presentations, business cases, project updates, and governance reports.
• Strong execution focus and disciplined program management.
• Ability to operate as a trusted adviser to the HRSSO Head.
• Ability to influence stakeholders without relying solely on formal authority.
• Strong collaboration with service delivery managers while respecting operational accountabilities.
• Ability to challenge existing practices constructively.
• Strong stakeholder management, facilitation, negotiation, and communication skills.
• High level of ownership and accountability for assigned deliverables.
• Ability to work effectively in complex, ambiguous, and changing environments.
• Strong attention to detail without losing sight of strategic objectives.
• Commitment to integrity, confidentiality, inclusion, and professional standards.
• Strong problem-solving and analytical skills with a structured approach.

Preferred

• Experience in management consulting firm with strong project management experience
• Experience in HR Shared Services transformation or operating model design.
• Consulting experience, particularly in HR Shared Services or HR transformation projects.
• Experience in process excellence, service optimization or operational excellence.
• Experience in HR digitalization, automation, data analytics or dashboard development.
  
  

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.