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

This role will be the team lead in coordinating the Policy Owner Service Team driving end-to-end policy related administrative processes. This role often requires a strategic leadership and operational management, focusing on service delivery to improve customer experience and drive business results.

Job Responsibilities:

• Lead Policy Service Owner team, embedding a service attitude to complete end-to-end policy processing, ensuring adherence to company policies, procedures, and service level agreements.
• Establish clear team goals and performance metrics that align with the company's strategic strive to advise and assess team performance efficiently.
• Lead and manage the team by providing guidance and training, fostering a culture of service excellence, embracing an approach of change, and promoting a collaborative and high-performing environment.
• Deliver regular feedback to team members to enhance their skills and knowledge and conduct performance evaluations to support career development within the team.
• Develop and maintain a comprehensive Standard Operating Procedure (SOP) for policy administration operations, ensuring alignment with operational, risk, and control perspectives.
• Collaborate with cross-functional teams and departments to streamline processes, resolve escalated issues, identify potential areas for automation and improvement, to enhance overall operational effectiveness and customer experience.
• Prepare and review regular management reports with data analytics to identify trends and drive areas of improvement.
• Collaborate with the Operations Governance to ensure quality assurance measures are in place for an accurate and timely policy administration process, as well as to conduct regular audits.

Job Requirements:

• Bachelor's degree or equivalent experience in related field.
• Minimum of 8 years work experience in Life Operations within the insurance industry, preferably in Policy Service/Customer Service fields.
• Minimum of 3 years in a managerial role with proven experience in managing teams.
• Strong operational knowledge and experience in life insurance.
• Competent verbal and written communication skills in English and Bahasa Malaysia. Ability to speak other languages will be an added advantage.
• Effective communication skills for interacting with various business units and stakeholders.
• Proficient in Microsoft Office.
• Excellent analytical, problem-solving, and multitasking abilities.
• Optimistic and positive attitude.
• Flexible and adaptable to change

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.