Johann Ang
VP Operations and Head of Manila Site International SOS14 August 2026 | Post-Conference Focus Day
10:40 AM Case Study | Redefining Customer Experience in Shared Services Beyond SLAs and Satisfaction Scores at International SOS
Examining how International SOS is moving beyond traditional SLAs to redefine service quality and value in shared services.
- Shifting performance management from output-based SLAs to outcome-driven service metrics
- Embedding proactive service ownership to prevent recurring operational breakdowns
- Integrating digital tools to improve transparency and responsiveness in critical service environments
- Demonstrating impact through improved reliability, stronger client trust and sustained performance gains
Check out the incredible speaker line-up to see who will be joining Johann.
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