Associate Director, System 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

Responsible for providing after-sales support to policy-related administrative processes

Roles And Responsibilities

• Strategic Vision & Leadership
• Strategic Leadership – Define and execute transformation strategies aligned with business goals.
• Roadmap Development – Translate strategic objectives into actionable transformation roadmaps.
• Portfolio Management – Prioritize initiatives based on business impact and feasibility.
• Leadership Effectiveness – Inspire teams, make strategic decisions, and drive problem-solving.
• Program & Change Management
• Program Oversight – Lead end-to-end delivery of transformation programs with scope, timeline, and budget control.
• Change Facilitation – Lead workshops, steering committees, and change forums.
• Stakeholder Engagement – Align senior executives and cross-functional teams throughout transformation.
• Vendor Management – Oversee external consultants and partners supporting transformation efforts.
• Operational Excellence & Innovation
• Operational Improvement – Identify opportunities across functions like supply chain, finance, and customer service.
• Process Innovation – Apply Lean, Six Sigma, Agile, and Design Thinking to redesign workflows.
• Automation & Digitization – Drive technology adoption to eliminate manual processes.
• Gen AI Integration – Explore and implement Generative AI to enhance productivity and innovation.
• Benchmarking – Implement best practices from industry leaders to enhance performance.
• Performance & Governance
• Performance Monitoring – Track KPIs, risks, and progress, reporting to senior leadership.
• Data-Driven Decisions – Use analytics and insights to guide strategy and measure impact.
• Governance & Compliance – Ensure initiatives meet regulatory standards and internal policies.
• Documentation – Maintain audit trails and governance structures for transparency.
• People & Culture
• Team Leadership – Build and lead high-performing transformation teams.
• Talent Development – Mentor staff and support succession planning and capability building.
• Culture Building – Promote a data-driven and tech-enabled mindset across operations.
• Impact Measurement
• Financial Measures – Deliver cost savings, ROI, revenue impact, and productivity gains.
• Non-Financial Measures – Achieve stakeholder satisfaction, employee engagement, and innovation adoption.
  
  

Minimum Job Requirements

Education

• Bachelor's degree in Business Administration, Engineering (Industrial, Mechanical, Systems), Operations Management, or Project/Program Management.
• Preferred: Master's degree or MBA for strategic and leadership roles.
  
  

Experience

• 10–15 years of relevant experience in operations, transformation, or program management.
• Proven track record in leading cross-functional teams, driving operational excellence, and managing large-scale transformation initiatives.
  
  

Technical & Functional Skills

• Strong understanding of operational KPIs, process improvement methodologies (Lean, Six Sigma), financial acumen (budgeting, ROI analysis), and compliance standards (EHS, ITC, Quality).
  
  

Leadership & Soft Skills

• Strategic and analytical thinking, excellent communication, stakeholder management, and ability to lead in a matrixed, fast-paced environment.
• Talent development, succession planning, and high emotional intelligence.
  
  

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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