Associate Director, Operations Transformation

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.

About the Role

This position is responsible to design an integrated healthcare management strategy and transformation roadmap enabling AIA to deliver market leadership and a competitively advantaged health offering in Malaysia in accordance with Company’s overall profitability, sustainable growth objectives, standard operating procedures and regulatory requirements. Besides that, the position is expected to drive and implement pivotal initiatives and institutionalize continuous improvement mentality across AIA Health Services (AHS).

At AIA Health Services, you will have the chance to lead transformative initiatives that advance our mission. You will shape and implement a healthcare management strategy to achieve market leadership and a competitive health offering in Malaysia. Join us in our mission to improve lives.

Roles and Responsibilities:
Transformation & Strategic Projects- Collaborate with the AHS Leadership Team to design a healthcare management and strategic transformation roadmap.- Develop a program charter, scope, timeline, and work plan for key initiatives/projects.- Provide clarity across initiatives for team member roles, and resource assignment based on business/operational needs.- Build a strong virtual team of engaged and effective transformation-focused leaders and professionals.- Handle financial budgeting and planning to support overall AHS planning by determining budgetary requirements and developing relevant success and/or business metrics for initiatives.- Find opportunities for cross-workstream, cross-method, or cross-functional engagement and partnership.- Develop and champion focused processes, tools, and templates.- Lead communication of project progress (i.e., accomplishments, activities, timeline, issues/risks) with the program steering committee through periodic updates.- Manage communication of AHS performance with AIA MY and Group Office through relevant reporting commentaries and presentations.- Design and develop change activities that support innovation and sustainability within AHS.- Track and measure project benefits realization (or success) post-project implementation according to agreed time, quality, and cost objectives.- Conduct post-implementation reviews for future improvement.- Collaborate with the Health Analytics team to bring to bear their data analytics (forecast and monitoring tools) in order to support strategic decision-making.

Process Improvement- Initiate process improvement plans based on the “lean” model to ensure continuous improvement and drive operational efficiency.- Lead and collaborate with various teams within AHS and other teams in AIA on designing and implementing processes, tools, and technology-based enhancement initiatives.- Ensure accurate user requirements submission for key projects, system enhancements, and walkthroughs are carried out within the agreed timeline specification.- Perform user acceptance tests (UAT) for all system-related initiatives and ensure all system changes are implemented according to user requirements/specifications.- Develop and update standard operating procedures for AHS.

Strategic & Resource Planning- Submit an annual budget that aligns with overall AHS goals.- Allocate the budget effectively (e.g., training, investments).- Work closely with AHS to develop plans for the future (i.e., setting targets) and managing budgets.- Participate in management team meetings.

People Management- Conduct interviews and hire new staff.- Analyze individual performance and productivity of staff.- Provide mentorship and feedback on staff performance and career development.- Decide on follow-up actions in case of underperformance (e.g., performance improvement plan).- Perform other responsibilities and duties periodically assigned by the supervisor to meet operational and/or other requirements.

Minimum Job Requirements:
Education: Bachelor’s Degree or equivalent experience in Business, Finance, or related fields of study.

Experience: 8 years of relevant working experience, preferably in the healthcare and insurance industry. Proven experience in driving business transformation and consulting based on a combination of process, structural, productivity, and/or technology change.

Certifications/Licenses: Six Sigma (such as Lean Six Sigma Black Belt and Master Black Belt) and Project Management (such as PMP and PRINCE2).

Special Skills:
- Strong business insight.- Strong leadership skills, such as the ability to engage