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…