FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

To oversee day-to-day operations, provide on-the-ground insights to facilitate planning processes and support initiative execution with detailed plans and progress tracking in Operation Shared Services (OSS) POS function, to align the business strategic and operation goals in Hong Kong side.

Strategic Planning & Performance Evaluation (20%)

• Well-understand the business needs and requirements from Hong Kong Policy Owner Services (POS) to support the business growth and provide the excellent service in Operation Shared Services (OSS) side
• Participant with HK to drive initiatives in digitalization & operational procedure to improve customer & channel’s experience with effective recommendation and solutions by equipping the solid POS technical knowledge
• Develop detailed workplans based on roadmap with required activities for OSS POS function
• Define quantitative & qualitative metrics, corresponding threshold/ target and weight for performance evaluation for all team members
• Create/ update scorecard based on updated metrics and track defined metrics & performance for all team members
• Conduct semi-annual performance review and monthly review on individual KPIs for team members and provide feedback to direct reports by end of each cycle
• Identify under- /high- performers in OSS POS function and keep high-level tracking on career development of talents
• Provide on-the-ground insights to facilitate design of rewards and recognition mechanism
• Communicate approved rewards and recognition with relevant members

Digitalization Planning & Execution (20%)

• Provide on-the-ground insights and feedback on digitalization plan to ensure initiatives meet the needs of OSS POS function
• Oversee initiative execution progress, collate other digitalization potential and report to HK POS Head
• Work with Head of HK Operations to liaise with TDA on resource needed

Resource Management (20%)

• Triangulate forecast data with on-the-ground insights of OSS POS function and plan for resource allocation with HK onshore
• Review utilization based on dashboard and provide inputs on actions and contingency plans on resource when needed
• Activate load balancing mechanism and reallocate resources from underutilized to overutilized teams if utilization hits threshold
• Review effectiveness of demand forecast & resource allocation mechanism in OSS POS function

Customer-centric Service Delivery (20%)

• Cascade SLA expectations, and evaluate daily operation quality and efficiency for OSS POS function
• Create the best-in-class quality management to maintain high accuracy and control and operation risk management including the knowledge tent, case sharing kit, as well as the streamlining the process, etc
• Assign cases to working team, conduct corresponding work, track and report daily SLA attainment level
• Monitor potential risk of missing SLA target in OSS POS function
• Provide inputs on operational issue resolution, identify and collaborate with relevant parties to resolve roadblocks in OSS POS function
• Identify non-TDA operational improvement areas in OSS POS function
• Provide detailed operational insights and develop detailed plans and initiatives to tackle pain points in OSS POS function
• Review, prioritize, and approve initiative outcome, timeline, roadmap and budget for execution
• Mobilize project teams to deliver defined and aligned initiative outcomes
• Drive execution of CX improvement initiatives, measure initiative outcomes and provide inputs to resolve roadblocks

Strategic Workforce Planning, Hiring, Talent Development & Management (20%)

• Collaborate with Human Resource on hiring, retention, employee engagement, development and talent management strategies
• Design optimal organization structure & no. of employees, and forecast future supply of capabilities
• Define measures & action plans to address shortfall/ surpluses within the function (e.g. training, outsourcing)
• Define and roll out a competency model within recruitment, job description, performance evaluations and trainings
• Determine technical/ cross-training curricula, channels for delivery, and design technical/ cross- trainings
• Run technical/ cross- trainings with optimal providers and tools
• Track progress and assess effectiveness of technical/ cross-training

Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

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.