AVP Service Delivery Leader

About the role

Mercer Philippines is looking for an AVP, Service Delivery Leader to join its Ops & Tech Delivery team in Manila. This hybrid position requires at least three days a week in the office and focuses on overseeing service delivery performance, stakeholder relationships, and operational efficiency.

Key responsibilities

• Manage Service Level Agreements (SLAs) for accuracy, productivity, and turnaround time (TAT) with internal and external stakeholders.
• Maintain day‑to‑day stakeholder interactions, developing relationships with first‑line managers on performance, expectations, forecasts, and improvement plans.
• Effectively allocate resources, including people and processes, to ensure operational efficiency.
• Assess team competencies, set goals, provide feedback, and implement tailored learning and engagement plans.
• Maintain performance on operational risk and compliance, report exceptions, and lead system implementation and Business Process Improvement projects.

Required profile

• Proven experience managing SLAs covering accuracy, productivity, and TAT.
• Experience overseeing operational resources to deliver efficient operations.
• Track record of developing team capability through goal setting, feedback, competency assessment, and learning plans.
• Experience handling operational risk, compliance, system implementation, or BPI projects.

Required skills

• Strong stakeholder management and relationship‑building abilities.
• Ability to analyze performance data, exceptions, forecasts, and drive service improvements.
• Competence in identifying skill gaps and implementing development plans.

What we offer

• Professional development opportunities and supportive leadership.
• Inclusive, vibrant culture with talented colleagues.
• Career growth across a global organization with comprehensive benefits and rewards.
• Hybrid work model with flexibility and collaborative office environment.