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

• The main responsibilities of the Policy Servicing & Process Improvement Manager are to ensure continuous improvements in the policy servicing processing to meet department’s key KPIs, focusing on process refinement/re-engineering and digitalization.

• The Policy Servicing &Process Improvement Manager will be involved in the planning, managing and implementation of key strategic initiatives focusing on driving digital adoption and journey improvement within Policy Servicing, including change management using agile approach.

• The manager will work closely with Head of Departments, Business Users/SMEs to understand and map out the current process, identify opportunities for improvement and facilitate discussions with the key business stakeholders to conclude the improvements.

• Upon obtaining the necessary approval to proceed, the manager will facilitate discussions with the business and TECH support team (Business Analyst, Solution Architect, Developer, Tester, etc) on the feasibility and priority. Also, to prepare Business Requirements / User Stories for assessment.

Roles and Responsibilities

• Represent the Business Users/SMEs in any business requirements discussions with TECH support team and able to provide the necessary information required accurately with minimal disruption to the SMEs.
• Plan and actively involved in the groundwork preparation from the very initial stage of the initiative/project and its prioritization to maximise the benefit realization within short period of time.
• Able to share and recommend best practices to the business team to achieve the best results, within timeline and budget.
• Lead the discussion with business team to identify gaps/area for improvement and always challenge the status quo.
• Collaborate with other teams to create the synergy and able to demonstrate the benefits from the collaboration.
• Work closely with Operations/Non Operations team to always align the key objectives with the target set, including closing any gaps identified.
• Meet regularly with stakeholders to ensure initiative/project is progressing according to timeline and ensure transparency regarding initiative/project progress and issues/ risks.
• Provide accurate and timely update of the initiative/project status to key stakeholders.
• Involve in the Change Management planning and execution to achieve a successful journey.    
• Engage/Manage various stakeholders on issues and enhancements & prepare and oversee the execution plan in addressing the issues and enhancements.
• Involve in providing training, roll down, feedback gathering from internal or external stakeholders and share the feedback in a structured approach.
• Perform data analysis and use the statistics to support the decision on the prioritisation.

Minimum 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.
• 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.