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Urgent! Senior Manager - Business Strategy & Development Job Opening In Cyberjaya – Now Hiring AIA
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About the Role
The Senior Manager – Service Excellence is responsible for driving business growth and strengthening service management capabilities across the organization.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.
Job 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.
Advertising, Marketing, Promotions, Public Relations, And Sales Managers
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Unlock Your Senior Manager Potential: Insight & Career Growth Guide
Real-time Senior Manager Jobs Trends in Cyberjaya, Malaysia (Graphical Representation)
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Great news! AIA is currently hiring and seeking a Senior Manager Business Strategy & Development to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at AIA adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Senior Manager Business Strategy & Development Jobs Malaysia varies, but the pay scale is rated "Standard" in Cyberjaya. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Senior Manager Business Strategy & Development typically include Advertising, Marketing, Promotions, Public Relations, And Sales Managers and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your Senior Manager Business Strategy & Development interview at AIA, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the AIA's products or services and be prepared to discuss how you can contribute to their success.
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