At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
Sound like you Then read on.
WE ARE LOOKING FOR.....
The position is mainly responsible for ensuring that services provided by Service Partners properly defined with the corresponding service scope, expected output, costs and service levels to ensure that BPI AIA services to Customers are met in terms of time and quality standards for the assigned channels or segments.
He/ she will also be responsible for ensuring that these services are measured versus agreements.
He/ she will raise issues and concerns on service delivery and ensure timely resolution.
At the same time, he/ she will recommend or initiate improvements and enhancements to existing services or processes with all stakeholders.
1).
Develops, negotiates and secures Management sign-off of Service Agreements with Partners including the service scope, expected output, costs and service levels.
2) Amends the Service Agreements as may be necessary due to changing business requirements.
3).
Ensures that services covered by the Service Agreements are measured and reported to BPI AIA in a timely and regular manner following the agreed formats and supported by transaction details.
4).
Tracks reports on Service Errors/ Failures received from Partners, Customers and BSEs and ensures that these are closed and resolved with the proper corrective/ preventive action steps.
5).
Analyzes reports on actual Service Level performance and Service Errors/ Failures, raises gaps and issues to SSM Head and BPI AIA Management, determines adequacy of measures taken by Partners and recommends proper course of action to SSM Head and BPLAC Management.
6).
Conducts Weekly or Bi Monthly Coordination Meeting with Process Owners/Partners to discuss reported issues, status and action steps to avoid possible recurrence of the same problem and service improvement.
7) Initiates projects to help improve the service delivery to customers and sales force from development of financial assumptions and business case, project defense, secures approval from all concerned units, project set-up, implementation and attainment of target results.
8) Develops and manages the communication internally as well as with bank partners, AIA PH and other vendors in coordinating the service enhancements, new projects and other activities related to service delivery.
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
Sound like you?
Then read on.
WE ARE LOOKING FOR.....The position is mainly responsible for ensuring that services provided by Service Partners pr