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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.
Sound like you? Then read on.
About the Role
• Handle the operations to support Operations, with a focus on delivering high-quality services and ensuring compliance with legislation obligations.Roles and Responsibilities:
A. Operation Monitoring (40%)
Conduct a thorough review and strengthening of all control procedures, ensure ongoing monitoring, and provide detailed reporting to improve and maintain the integrity of policy contract issuance.
Oversee daily operations to support Operations, ensuring adherence to internal and external benchmarks and guidelines.
Optimize resource allocation to enhance effectiveness and operational efficiency.
Assess the performance and productivity of the outsourcing services, coordinating with vendors to ensure compliance with established service levels.
Ensure compliance with internal controls, meticulously documenting processes in Internal Control Reports.
Conducting thorough investigations to identify patterns, system issues, and resolutions related to service improvements, inquiries, and complaints, ensuring compliance and recommending enhancements to improve customer satisfaction.
B. Enquiry Handling (30%)
Conduct thorough investigations into each inquiry to identify any patterns or system issues that may necessitate further action or investigation.
Determine appropriate resolutions for inquiries based on the findings of investigations, ensuring clarity and addressing any additional questions or concerns.
Maintain accurate and thorough records of productivity improvements, complaints, and investigations.
Prepare reports on inquiry trends, investigation outcomes, and recommendations for process enhancements.
Ensure compliance with company policies and regulatory requirements during the complaint handling process and investigations.
Identify opportunities for process improvements in inquiry handling and investigation procedures. Provide recommendations to management for enhancing customer satisfaction and preventing future complaints.
C. Project and New Process Coordination (10%)
Collaborate with stakeholders to navigate new or evolving regulatory requirements from regulatory institutions and auditors, ensuring timely vendor compliance.
Conduct feasibility studies for proposed system enhancements and provide strategic recommendations for improvement plans.
Monitor the implementation of enhancements to ensure successful execution and alignment with business objectives.
Collaborate with IT to define user requirements for system enhancements, facilitate UAT, and manage all aspects of business process improvement initiatives.
D. Process Optimization and Management of Support Services (10%)
Perform comprehensive workflow analyses across teams to propose innovative alternatives, modernize business practices through digitalization, and streamline processes to enhance efficiency and service quality.
Drive value creation and increased efficiency by identifying and eliminating unnecessary complexities, while uncovering improved working methods.
Oversee the implementation phases of business process improvement initiatives, ensuring effective execution.
E. Other Responsibilities (10%)
Liaise with user dept for ad hoc printing arrangement.
Review and revise standard operating procedures, providing actionable recommendations to enhance operational efficiency and customer experience.
Consolidate and analyze data from various sources to produce comprehensive management reports.
Collaborate closely with the Finance to prepare the annual budget, manage fund recharge allocations, and oversee accruals and payment requests, ensuring financial accuracy and alignment with organizational goals.
Prepare and review the various monitoring reports for management to monitor the performance of vendor staff and ensure the fulfilment of SLA.
Undertake additional responsibilities as assigned by the supervisor to ensure compliance with company standards, guidelines, and requirements.
Minimum Job Requirements:
University graduate plus 5-6 years relevant experience
Minimum 3 years of management experience
Good command of both English and Chinese
Good problem solving and analytical skills
Good PC skills in MS office
Others:
You are required to obtain relevant license if your job involves in regulated activities
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.