Policy Owner Service, Specialist

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

This position supports the Senior Manager, Strategic Operations Management under Operations Division:
Planning, development and maintenance of the digital platforms e.g. AIA+, ALPP, EVO, Microsites.

To facilitate and creation of accurate and clear User Stories / Requirements for enhancements / projects / new products / productions.

To deliver User Acceptance Testing enhancements/ projects/ new products/ production incidents.

To lead/ project end-to-end activities for small scale Digital projects, which involve system enhancements, production incident fixes and/or business process changes.

To streamline existing Digital processes & contents to be more simplified and standardized across the business channels within Operations Division.

To handle & monitor end to end for effective & timely closure of raised enquiries/feedback & production incidents.

Job Responsibilities:

- Manage enquiries and troubleshoot issues brought up by the front-liners on the digital platforms on timely basis.
- Facilitate the partner concern of issues related to the digital platforms to IT for resolution.
- Work closely with IT, front-liners and relevant business users to ensure issues on the digital platforms are resolved timely.
- Perform random checks at the frontend to ensure the functions on the digital channels are working accordingly.
- Facilitate the communication to front-liners, agents or customers, where relevant, on updates related to the digital platforms.
- Monitor and track issues reported / raised and follow up closely on the progress to minimize impact to stakeholders.
- Understand business direction and requests from various collaborators for an assessment of potential business impact to ensure resources are planned, led and applied at an optimal level.
- Manage the demand and supply framework for CX in terms of projects, enhancements, gaps and incidents reported with the available resources.
- Plan, prioritize and negotiate with collaborators to ensure required resources are able to focus on key initiatives to deliver the overall strategic goals.
- Handle and facilitate monthly reviews of the demand and supply plan with the team members.
- Lead and coordinate and ensure timely follow up on Compliance and Risk Management matters.

Job Requirements:

- Bachelor’s Degree or equivalent experience in related field.
- Minimum 3 years working experience with Insurance industry, preferably with digital experience support.
- Ability to analyze and document complex business processes.
- Ability to think analytically and should be a problem solver.
- Possess high level of drive and initiative.
- Highly mobile, fast learner and able to conduct training.
- Results driven and customer oriented approach.
- Good presentation and interpersonal skills.
- Possess good problem-solving and analytical skills.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._