Job Description

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.

WE ARE LOOKING FOR

This role is having two important portfolios of Digital Business, namely, the Program Delivery and Digital Operations.

(1) Program Delivery: The incumbent will ensure the success of programs delivery under the Digital Business portfolio and key pillar of AIA Strategy & Innovation. The role will be managing the implementation and onboarding of new Digital Partners and its overall ecosystem, and evangelize the adoption of agile way of working throughout the organization.

(2) Digital Operations: This is a critical role in ensuring we have great customer experience across both Customer Services and Claims Handling. This role will lead and build up digital operations team with best in class SOP and policy, while making sure the customer feedback from various touchpoints are provided back into product development process to further improve our digital products.

Roles and Responsibilities:

Program Delivery

Manage development lifecycle with an iterative and incremental approach for multiple teams.

Manage risk, dependencies, releases and cross-team coordination.

Facilitate recurring and ad-hoc meetings within development lifecycle (e.g. Stand-up, Sprint Planning, Refinement, Sprint Review, Sprint Retrospective).

Guide Development Team on effective backlog management and help create backlog items when needed.

Identify and remove impediments and interruptions to team productivity.

Assist teams how to estimate and ensure backlog items are estimated prior to Sprint Planning.

Implement Jira as project management tool and explore new platforms / software. i.e. Confluence.

Create meaningful Jira dashboards that provide real-time transparency into the status of sprints and projects (e.g. burndown, velocity, defect rates).

Ensure effective and efficient play of Agile Coach role to embed Agile principles and values via training and constant workshop to keep embracing and improving the way of working.

Provide reporting and escalation of overall program status to Head of Digital Business for decision making and progress updates.

Follow through the adoption of new platform - Graphene to entire team focusing on the right thought process to ensure solution are kept with right check and balance.

User Stories are rightly thought through and perform prioritization with end goal to deliver business value.

Digital Operations

Define and manage key customer facing functions in claims operations (e.g. claim adjustment, fraud investigation, claims litigation), policy operations (issuance, endorsement, refunds and others) and customer service of General Insurance digital products.

Advise best practices of customer onboarding (KYC and screening checks) to ensure policy and regulatory requirements are adhere to.

Recommend solutions / enhancements in systems, processes and/or servicing to improve customer experience and achieve operation excellence based on analytic.

Drive the system/process change requirements with internal and external stakeholders from Customer Experience perspective.

Onboard new partners with clearly defined operating guideline, customer journey and support.

Provide strategic operational insights and recommendations to management as part of strategic plans and reviews.

Responsible for the administration of our partner systems as part of the customer support operations

Leverage customer interaction and reviews on third party platform as source of insights to drive improvement in systems, process, services and claims/policy operations.

Ensure product reconciliation between third party platform and AIA system is done properly.

Responsible for Operations Key Performance Indicators to deliver high performing customer operations team.

Collaborate with the wider organization to build a customer experience strategy around a single customer-focused metric (e.g. NPS, CSAT, or/and CES).

Minimum Job Requirements:

Bachelor / Master degree from a recognized University preferably in Business Administration, Insurance Studies, Actuarial, and/or Information Technology.

Certified Prince2, Agile Project Management, Project Management Professional (PMP) or Program Management Professional (PgMP) is required.

Minimum 10 years of experience in technology, business operations, management or project leadership.

Minimum 5 years project/program management experience with waterfall or agile implementation methodology and preferably in business transformation, change management, process re-engineering and new technology implementation.

Minimum 5 years of leadership experience leading a small / mid-size expert team of customer facing operations team.

Minimum 5 years of analytics experience and a passion for developing best in case customer service experience.

Good understanding of insurance business and management principles.

Strong interpersonal and leadership skills and ability to motivate and engage team members.

Strong strategic thinking, analytical and problem-solving skills.

Excellent communication skills at all levels (project stakeholders and test team).

Skilled ability to foster continuous improvement and innovation; ability to accept and lead change initiatives throughout the organization.

Passion in project/program delivery with proven track record of result orientation.

Ability to challenge the norm, traditional way of working and constant awareness of Outside in thinking to deliver best customer experience solution.

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.