Job Description

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
And as part of our marketing, distribution & partnership team, you'll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.
So if you believe in inspiring a better future, read on.
About the Role
This leadership role is responsible for overseeing the day-to-day operations effectiveness of the company. This includes supervision of various operational activities including managing Registrar and Transfer Agent (RTA) activities, ensuring compliance with regulatory requirements such as AMLA, and maintaining operational efficiency across customer operations.
This role also plays an essential role in developing and implementing operational policies and procedures in partnership with the Governance, Risk & Compliance and Legal, as well as identifying areas for improvement and implementing strategies to enhance operational efficiency.
Roles and Responsibilities:
Private Retirement Scheme (PRS) Customer Operations

• Ensure seamless processing of PRS applications via RTA systems; resolve technical issues promptly.
• Oversee investor onboarding, including Know Your Clients (KYC) and Enhanced Due Diligence using Nice Actimize (internal AIA system).
• Manage investor screenings and escalate potential matches to Compliance.
• Reject third-party payments and notify relevant parties.
• Maintain and update the Operations Manual; implement approved changes.
• Assess and enhance service levels of RTA and AIA Branches; provide training as needed.
• Ensure timely submission of feed files to Private Pension Administrator (PPA) and reconcile discrepancies.
• Coordinate FATCA & CRS submissions with tax advisors.
• Lead operational support for IPOS onboarding and system monitoring.
• Participate in Business Continuity Planning (BCP) exercises.
• Prepare and present internal operational risk reports (MRMC, eGRC).

Reporting and Investor Services

• Manage the process of all subscriptions, redemptions, transfers and switching.
• Monitor and ensure that the regulatory and required compliance principles including reporting to regulators are properly adhered and completed.
• Ensure client enquires/complaints including institutional clients, distributors and professional investors as well as internal department requests are properly handled.

Leadership and Collaboration

• Supervise a team of three (Specialist, Analyst, Contract Analyst).
• Collaborate with internal teams (Investment, Compliance, Finance, Agency) and external stakeholders (Investors, Trustees, Regulators, Service Providers).
• Carry out any other duties and responsibility given by Management.

Minimum Job Requirements:

• A relevant academic qualification and/or a minimum of 8 years' experience in customer operations. Direct experience from the fund management industry would be added advantage.
• Good understanding and knowledge of the administration of operations excellence and customer experience.
• Attention to detail, strong analytical and problem-solving skills with team player credentials.

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.