Senior Manager – Service Excellence

Key Responsibilities

Business Development

• Identify and pursue new business opportunities within the shared services environment, including value-added services and strategic partnerships.
• Build and commercialize business and service models, ensuring offerings are tailored to evolving LBU, Group Office and market needs.
• Develop and execute growth strategies that aligned with organizational priorities and transformation objectives.
• Construct robust commercial models for new services to ensure financial viability and scalability.
• Build and manage a structured pipeline of opportunities through market intelligence, stakeholder engagement, and solution development.
• Lead the preparation of proposals, business cases, and value propositions tailored to LBU and Group Office.
• Collaborate with internal teams across various functions to align shared services capabilities with future growth.

Service Management

• Establish and enhance end-to-end service management frameworks that define clear accountabilities, performance standards, and governance structures.
• Lead service excellence programs aimed at improving turnaround time, accuracy, customer satisfaction while promoting consistency across functions.
• Collaborate closely with various functional teams to identify improvement opportunities within the service models and translate insights into actionable change.
• Develop and monitor service dashboards and KPIs (e.g. SLA, CSAT, NPS, productivity) to track performance and drive action.
• Conduct root cause analysis and lead issue resolution to improve service reliability and LBU and Group Office confidence.
• Embed continuous improvement tools and methodologies (e.g. Lean, Six Sigma) to streamline workflows and eliminate non-value-adding activities.
• Champion a customer-centric mindset to strengthen customer experience across the LBU and Group Office, reinforcing overall business value.
• Analyse stakeholder feedback to inform enhancements and elevate overall service quality.

Business Analysis

• Lead the business analysis function to support strategic service and operational initiatives.
• Identify and translate business needs into clear, structured requirements to improve services and operations.
• Analyze performance data, trends and pain points to generate actionable insights and recommendations.
• Collaborate with various functional teams to design and implement effective, scalable solutions.

Leadership and Stakeholder Engagement

• Provide strategic leadership across cross-functional teams to drive service management and business growth.
• Build and maintain strong working relationships with LBU and Group Office, to align service expectations and priorities.
• Lead change initiatives through transitions in service design or scope, ensuring minimal disruption.
• Lead the team to build capability, drive ownership, and enable succession within the shared services structure.
• Represent service excellence perspectives in strategic forums and enterprise-wide planning sessions.

Innovation and Continuous Improvement

• Promote a culture of innovation and continuous improvement by piloting and scaling new service models.
• Leverage automation, digital tools and data analytics to improve service efficiency and visibility.
• Stay current on industry trends and evolving best practices in shared services, insurance operations, and service management.
• Pilot new service models and process improvements to validate effectiveness before broader implementation.

Qualification & Requirements

Education

• Bachelor’s Degree in Business Administration, Operations Management, or a related field.

Experience

• At least 10 years of relevant experience in service management, business development, preferably within insurance or financial services or consulting shared services.
• Minimum 5 years in a leadership role, within a shared services or centralized operations structure.
• Demonstrated success in building commercial models, driving service transformation and managing client and stakeholder relationships.
• Experience influencing strategic decisions at senior levels and navigating complex organizational environments.

Special Skills

• Strategic and commercial mindset with strong service management expertise.
• Deep knowledge of service frameworks, client engagement models, and operational governance.
• Strong knowledge and hands-on experience with service management tools (e.g. ServiceNow, or equivalent) to monitor performance, manage workflows and drive continuous service improvement initiatives.
• Excellent stakeholder communication and influencing skills across all levels.
• Strong analytical and storytelling skills to support decision-making.
• High resilience, adaptability, and ability to lead in complex, evolving environments.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…