Innovate and shape what comes next.
At AIA, your expertise, perspective and ideas can help us become a faster, simpler and more connected organisation while contributing to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on real-world challenges, collaborate with talented colleagues and turn technology, data and bold ideas into simpler experiences, smarter solutions and positive outcomes for our customers and communities.
Join us to create what comes next, grow through new experiences and extend your impact across Asia.
About the Role
Customer Centricity - This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.
This is a senior leadership and people management role accountable for end-to-end Operations Transformation and BAU delivery, combining structured program and project management, digital enablement, backend systems expertise, and strong domain knowledge in claims operations.
The role owns the planning, governance, and execution of both transformation initiatives and day-to-day operational enhancements, ensuring all deliverables are executed on time, within scope, and with measurable business value. It requires deep understanding of Buy, Service & Claims processes and operational workflows to effectively drive solutioning, prioritisation, and delivery.
The position oversees strategic planning alongside continuous BAU demand management, serving as a central point to manage and triage requests from multiple channels (including RCS, agency, and internal stakeholders), ensuring alignment with business priorities, regulatory requirements, and customer experience objectives.
Responsibilities:
- BAU Delivery, Operations Platforms Expertise and Continuous Improvement
- Owns and oversees day-to-day BAU enhancements and operational change delivery across operations application platforms, ensuring timely, high-quality execution aligned with business priorities and customer outcomes.
- Drives optimisation, resilience, and scalability of core operations systems supporting Buy (New Business & Underwriting), Service (Policy Servicing), and Claims, ensuring seamless end to end service delivery.
- Demonstrates strong domain expertise across Buy (NB & Underwriting), Service (Policy Servicing), and Claims, with deep understanding of end-to-end processes, policy rules, plan changes, and operational dependencies to effectively assess impacts and drive system enabled solutions.
- Acts as the central coordination point for enhancement requests across multiple channels, including RCS, agency (agents), customer feedback, and internal stakeholders, ensuring effective prioritization, triaging, and resolution across impacted systems and processes.
- Establishes structured intake, assessment, and governance mechanisms for BAU change requests, balancing regulatory requirements, customer experience, operational efficiency, and system/platform constraints.
- Partners closely with other Operations teams across Buy, Service, and Claims, as well as IT and distribution channels, to translate business needs into system ready requirements, ensuring solutions are practical, scalable, and aligned with architecture and business intent.
- Ensures clear traceability from request to delivery across application platforms, including requirement documentation, impact assessment, UAT oversight, and post implementation validation. Drives continuous improvement of BAU processes and supporting systems, identifying recurring issues, root causes, and opportunities for automation, simplification, straight through processing, and control enhancement. Maintains strong oversight on quality, turnaround time, and defect management for BAU releases, ensuring minimal disruption to operations, system stability, and customer experience. Provides subject matter guidance on operational logic and system behaviour, ensuring accurate implementation of business rules across Buy, Service, and Claims (e.g., underwriting decisions, policy changes, claims eligibility, effective dates, and plan transitions).
- Strategic, Program Delivery
- Evaluates end-to-end business processes, identifies delivery gaps or inefficiencies, and develops practical, scalable solutions with clear ownership and measurable impact.
- Formulates, governs, and continuously enhances the Quality Assurance (QA) framework for policy data and operational outputs, ensuring effective controls, monitoring, and continuous improvement.
- Leads the full project lifecycle across multiple workstreams — from business case development, planning, resourcing and execution through to go live, stabilization, and benefits realization.
- Establishes and governs project and program delivery frameworks, including milestones, dependencies, risks, benefits tracking, and success metrics, to ensure consistent and disciplined execution across initiatives.
- Drives the implementation of Services & Operations transformation initiatives through structured program execution, improving customer experience, operational performance, and end to end workflow efficiency.
- People Management and Stakeholder Leadership
- Builds and leads a high performance, delivery-oriented team culture, providing coaching, direction, and leadership to develop future ready talent with strong transformation and project execution capabilities.
- Acts as a senior delivery partner to business units, IT, PSM, OSS, and external vendors, ensuring alignment, clear accountability, and effective cross functional execution of programs and projects.
- Oversees capability development, training, and competency uplift for team members, ensuring delivery roles are appropriately skilled and fully compliant with licensing and regulatory requirements where applicable.
- Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements.
Requirements:
- University degree holder with minimum 8 years of working experience in a life insurance company or related consultancy and markable experience in project management
- Bearing a strategic and corporate thinking mindset, accountable with a strong sense of customer centricity
- Team player, strong leadership and team building skill
- Proficient communication, interpersonal, relationship and stakeholder management skills
- Excellent analytical and problem-solving skills; dare to think out of box and challenge the status quo
- Excellent command of spoken/written English and Chinese (Cantonese and Mandarin)
Others:
- You are required to obtain relevant license if your job involves in regulated activities
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
