Operations and Performance Manager

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

We’re looking for an Operations and Performance Manager to oversee daytoday operational performance across a portfolio of outsourced and transitioned processes in APAC. This role plays a key part in ensuring we deliver consistently high-quality service to our stakeholders and clients within a hybrid onshore–offshore model.

You will be responsible for stakeholder and relationship management, performance and governance, continuous improvement and standardisation, as well as risk, compliance and controls. You’ll also support transitions and changes across the region.

What the day will look like

1. • Act as primary operational contact for APAC stakeholders, onshore teams and partners, managing relationships, communications and daytoday escalations.
   • Own KPIs/SLAs and governance reporting across all delivery locations, preparing performance packs and ensuring adherence to agreed standards.
   • Drive continuous improvement and standardisation in line with the TOM, including supporting Lean/automation initiatives and embedding new ways of working.
   • Ensure compliance with internal risk, control and compliance frameworks and relevant APAC regulatory/client requirements; oversee key controls and support audits.
   • Support transitions, migrations and TOM changes by contributing to plans, knowledge transfer, documentation, readiness and smooth handover to BAU.
   • Lead and develop a hybrid onshore–offshore team, managing capacity and schedules across time zones and fostering a culture of accountability, collaboration and continuous improvement.

How this opportunity is different

This opportunity offers a unique blend of regional responsibility, operational ownership and change leadership. You’ll manage performance and governance across multiple APAC markets and a true onshore–offshore model, while also shaping how work is delivered through transitions, migrations and Target Operating Model changes. With direct visibility into risk, compliance and controls, and the chance to lead a hybrid team across locations and time zones, you’ll have a clear, tangible impact on both daytoday operations and the future way of working.

Skills and experience that will lead to success

• Strong experience in operations management, service delivery or process leadership, ideally within APAC and in an outsourced/onshore–offshore environment.
• Proven stakeholder management skills with the ability to work effectively with onshore leaders and vendor/partner teams.
• Demonstrated experience in performance management, KPI/SLA reporting and governance.
• Exposure to process improvement and standardisation initiatives (e.g. Lean, Six Sigma, automation) is highly desirable.
• Solid understanding of operational risk, compliance and control requirements, preferably within financial or professional services.
• Experience managing hybrid teams across multiple locations and time zones.
• Strong analytical, communication and influencing skills, with a practical, solutionsoriented approach.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions for our colleagues as well.

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.

We are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at [email protected] or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience.