Service Manager - Process and Operations

About the role

This senior operational leadership position is responsible for delivering service excellence across Aon's New Zealand ABS Integrated Field Operations and APAC Shared Operations. You will drive continuous‑improvement initiatives, strengthen the operating model and enhance the client experience while fostering an inclusive, high‑performance culture.

Key responsibilities

• Lead the NZ ABS IFO team to provide consistent, high‑quality client service.
• Manage productivity, service levels, quality standards and resourcing.
• Ensure compliance with legislation, regulatory obligations and Aon policies.
• Champion continuous‑improvement aligned with the ABS Target Operating Model.
• Act as a resource for customer concerns, complaints and errors‑and‑omissions matters.
• Build strong relationships with internal client teams, APAC operations partners and global capability centres.

Required profile

• Experienced operational leader who thrives in complex environments.
• Strong service‑delivery mindset combined with commercial acumen and risk‑management awareness.
• Inclusive leadership style with a track record of coaching and developing engaged teams.
• Proven ability to partner across functions to drive improvement and deliver exceptional client outcomes.
• Background in operational or business process management.
• Excellent communication, stakeholder‑management and problem‑solving skills.
• Insurance, compliance or risk‑management experience; knowledge of NZ insurance regulation is a plus.

Required skills

What we offer

• Professional development and global mobility pathways.
• Comprehensive benefits including health cover and volunteer leave.
• Hybrid and flexible working options.
• Inclusive, diverse and supportive team culture.
• Equal opportunity employment.