Associate Director, Business Support

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 lead and drive end-to-end business support strategy, ensuring operational excellence, strong stakeholder management, and achievement of business targets across banca partnership sales channels.

Roles & Responsibilities:

1. Leadership & Strategy

• Provide strategic direction for Business Support functions across sales, operations, and servicing
• Drive continuous improvement initiatives to enhance efficiency, turnaround time (TAT), and customer experience
• Lead transformation, automation, and process optimization initiatives
• Establish governance and ensure adherence to internal policies and regulatory standards

2. Business & Sales Support Oversight

• Oversee end-to-end sales support operations ensuring smooth case processing and target achievement.
• Ensure timely resolution of escalations, complaints, and operational issues
• Monitor deferment, outstanding, and pending cases at a portfolio level

3. Stakeholder Management

• Maintain strong relationships with Bank Partners and internal stakeholders
• Represent Business Support in leadership forums and strategic discussions
• Drive service excellence across customer and partner interactions

4. Performance & Reporting

• Review business performance (VONB, productivity, service levels)
• Provide insights and strategic recommendations to senior management

5. People Management

• Lead, coach, and develop team leads
• Drive a high-performance, customer-focused culture

Job Requirements:

• Degree in Business / Finance or equivalent
• 10–15 years of experience in insurance / banca operations
• Strong leadership, stakeholder management, and strategic thinking