Service Delivery Manager (Business) Key Responsibilities 1) Service Delivery Management to AIA IM
Manage the delivery of IT Services to AIA IM as outlined in the SOW.
Initiate discussions to resolve gaps in delivery performance and SLAs by Technology teams
Work with Infrastructure and Technology teams to ensure infrastructure services and processes implemented comply with Groups standard, MAS TRM, MAS Outsourcing and PDPA requirements.
Manage the infrastructure service management reporting in accordance to regulatory and audit requirements.
Review the technology requirements on behalf of AIA IM with Interco (AIA Group Technology, AIA Group Investment) and potential vendors.
Present recommendations of IT solutions to AIA IM to facilitate AIA IMs decision making on the adoption and purchase.
Work with infrastructure services from Infrastructure Management and Network, Telephony and Helpdesk and demand services from major outsourced vendors (IBM, BT and Microsoft).
Manage the delivery of Bloomberg Services to AIA IM
Work with BCM team Ensure IT services to support delivery of BCP and IT Disaster Recovery Support to AIA IM.
Manage the annual due diligence of outsourced vendors for submission to MAS
Work with Technology Finance team to oversee the billing of infrastructure services to AIA IM.
2) Documentation of Infrastructure Solution, Process and Procedures 3) Ensure Compliance of audit, regulatory, security policy and procedures 4) Project Manage IT Initiatives as Assigned Key Requirements
Bachelor Degree or Diploma in Computer Science, Computer Engineering or related field
At least 6 to 8 years relevant experience
Strong technical hands on domain knowledge and experience in UNIX, Storage and Sybase Database
Experienced in Data Centre Infrastructure System Operations
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases