Manager, Agency Operational Excellence

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

Agency Operational Excellence manager is responsible for leading the strategic design, implementation and governance of key operational initiatives that support growth, efficiency, and experience of agency force. This role plays a critical part in ensuring that agency operations run smoothly and are aligned with company standards, incentive structures and transformation goals.

Roles and Responsibilities:

• Design, update, and enforce the Agency Operations Handbook, ensuring alignment with current policies, compliance requirements, and field practices.
• Develop and maintain SOPs to ensure operational consistency across all agency channels.
• Monitor effectiveness and compliance of SOPs through periodic audits and feedback mechanisms.
• Act as project lead or local champion for regional and group-level initiatives, driving implementation and integration across agency operations.
• Strategically plan and execute agency recognition events, conferences, and incentive trips, ensuring alignment with business goals, engagement metrics, and performance criteria.
• Manage budgets, logistics, vendor coordination, and cross-functional collaboration to ensure smooth execution.
• Identify gaps in processes, systems, and communications, and propose solutions to streamline workflows and improve agent satisfaction.
• Develop and drive continuous improvement strategies for operational excellence across the agency force.
• Manage multiple stakeholders across departments (Distribution, Compliance, Finance, HR, etc.)

Minimum Job Requirements:

• Bachelor’s degree in business management, engineering, or related field
• Minimum 5 years of experiences in process improvement, quality management, or similar role
• Proven track record of leading and implementing process improvements
• Excellent analytical and problem-solving skills
• Strong project management skills
• Outstanding communication, presentation, and interpersonal skills

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.