Senior Manager - Service Excellence (Policy Services)

Build a healthier and more sustainable future for everyone.

About the Role

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

Job Requirements

• 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