Policy Owner Service, Consultant

6 days ago

Kuala Lumpur, Malaysia AIA Group Full time

**FIND YOUR 'BETTER' AT AIA**

**If you believe in better, we'd love to hear from you.**

**WE ARE LOOKING FOR.....**The role will be responsible to deliver the end-to-end billing and collection flow and ensure timely implementation and efficient launch that support the overall Operation Service Excellent Tribe's strategies and OKRs (Objectives and Key Results).

**Roles & Responsibilities**:

- Responsible to promote efficiency for end-to-end billing and collection flow, including challenges status quo and recommend best practices to the business team to achieve the best results, within timeline and budget.
- Lead the business requirements discussions with TECH support team and identify gaps/area for improvement that align to business strategy and use data/statistics to support the decision on the prioritization.
- Work closely with Operations/Non-Operations team to drive billing & collection related initiatives and projects, including alignment of customer communication, auto debit enrolment, billing reconciliation, new payment channel etc.
- Have a deep awareness on how business process works and system flow to create an effective impact analysis of the proposed changes.
- Provides insights and analytics to suspense trends, behavior and irregularities for incoming fund and propose solutions and recommendations.
- Provide accurate and timely update of the initiative/project status to key stakeholders and ensure the progress is according to timeline and be transparency on issues/ risks to management escalation.
- Involve in the Change Management for successful journey, including participate in providing training, roll down, feedback gathering from internal or external stakeholders and share the feedback in a structured approach.
- Support any ad-hoc project in relation to Policy Servicing.

**Job Requirements**:

- Experience in Life Operations and specialize in Policy Servicing.
- Strong knowledge of project management, business requirements analysis, billing & collection cycle and control framework.
- Proven experience in project management and implementation of lead methodology.
- Proven stakeholder management skills and experience in managing a team.
- Ability to influence key decision makers and demonstrate innovation and creativity.
- Customer centric mindset: passionate to build innovative insurance solutions for consumers with seamless customer journeys
- Strong analytical, written/verbal communication, interpersonal, and relationship building skills.

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