Senior Manager - Service Excellence (Policy Services)

Malaysia·Kuala Lumpursenior

Other

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Quick Summary

Overview

Build a healthier and more sustainable future for everyone. At AIA, your skills, perspective and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives.

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About the Role

~2 min read

At AIA, we believe in helping our employees grow, professionally and personally. New career opportunities are one way for you to learn new skills and continue to build our business that helps our customers and the community live healthier, longer, better lives.
The key responsibilities for this role includes assisting Director of Servicing & Contact Center in leading Service Operations Excellence in Group Operations. Other duties include managing strategic planning review, servicing operations standard maintenance, operations man-hours loss tracking

Provide governance & monitoring on Group Operations strategy execution to deliver Group-wide optimised Policy Owner Servicing (POS or “Service”) processes as part of Service Excellence Team
Work with BUs Operations Service Team in tracking Service related metrics (STP, TAT, e-Submission) and identify opportunities in driving automation & digital adoption
Provide leadership & guidance on strategy planning exercise in setting up targets & initiatives planning
Conduct BU Operations diagnostic exercise in the Service processes for process optimization & productivity uplift
Identifying opportunities & driving implementation of Gen AI / Agentic AI use cases within Service Operations (i.e. CS Policy Member Maintainance)
Track & report BUs systems performance impact to operations performance (i.e. Man hours lost)
Maintain & update Group servicing operations standard
Review Service related audit reports & idenfity process improvement / automation opportunities

Requirements

~1 min read

University degree holder with minimum 8 years of working experience in a life insurance company or related consultancy
Proven experience in project management related to Policy Servicing.
Strategic and corporate thinking mindset, accountable with a strong sense of customer centricity
Team player, good leadership and collaboration skill
Proficient communication, interpersonal, relationship and stakeholder management skills
Excellent analytical and problem-solving skills

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.