Application Solutions, Consultant

aia; Hong Kong; On-site; HKD 600,000 - 800,000; Full time

Job summary

AIA in Hong Kong is looking for a leader in Operations Transformation to deliver initiatives that enhance operational efficiency and customer experiences. This role requires at least 7 years of experience in life insurance operations, strong stakeholder management abilities, and a proactive approach towards continuous improvement.

The ideal candidate will engage with cross-functional teams, manage projects using agile practices, and possess exceptional communication skills in English and Chinese (Cantonese and Mandarin).

Qualifications

• At least 7 years of experience in life insurance operations.
• Strong domain knowledge in life insurance operations and regulatory compliance.
• Experience in AI-enabled solutions and process optimization.

Responsibilities

• Lead project execution for insurance operation support and transformation.
• Gather and analyze business requirements for accurate solution design.
• Manage end-to-end project delivery using agile methodologies.

Skills

Business analysis

Digital transformation

Stakeholder management

Proactive ownership

Customer centricity

Education

University degree

Job description

Overview

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. We’re transforming our organisation to be faster, simpler and more connected, to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives. To achieve this, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people.

If you believe in developing a better tomorrow, read on.

About the Role

Leads and delivers Operations Transformation initiatives, including digitalisation and process optimisation, by partnering with stakeholders and leveraging technology solutions, in order to improve operational efficiency, ensure regulatory compliance, and enhance customer experience.

This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Responsibilities

• Insurance operation support, transformation and digitalisation/Applications projects: Lead end-to-end project execution by managing timelines, coordinating cross-functional teams and monitoring progress to ensure timely delivery of transformation initiatives with improved operational efficiency and customer experience (25%)
• Engage end users to gather and analyze business requirements, define user stories and acceptance criteria, and support end-to-end delivery including requirement analysis, UAT coordination and post-launch stabilisation for accurate solution design and smooth implementation (20%)
• Enable AI-driven workflows, process automation and technology adoption by leveraging analytical capability and specifying detailed business requirements in collaboration with IT teams to drive simplification and enhance customer experience (20%)
• Support senior management in planning departmental initiatives by identifying risks, allocating resources and defining deliverables to ensure structured execution and alignment with transformation roadmap (15%)
• Collaborate with stakeholders, developers and offshore teams using agile practices to drive alignment, resolve issues efficiently and promote knowledge sharing across teams
• Lead and coach project team members by providing guidance, sharing subject matter expertise and conducting training sessions to strengthen team capability and ensure consistent delivery standards

Minimum Job Requirements

• University degree holder with at least 7 years of relevant experience in life insurance operations
• Strong domain knowledge in life insurance operations (individual and group), including regulatory compliance requirements
• Proven competency in business analysis (requirement gathering, user stories, UAT coordination, end-to-end delivery)
• Experience in digital transformation, process optimization and automation / AI-enabled solutions
• Ability to manage end-to-end project delivery using structured or agile methodologies across cross-functional teams
• Strong stakeholder management and influencing skills to drive alignment across business, IT, and external partners
• Analytical and problem-solving mindset with attention to detail and ability to translate business needs into solutions
• Proactive ownership with accountability for delivery, outcomes, and continuous improvement
• Effective communication skills with the ability to articulate complex ideas clearly to both technical and non-technical stakeholders
• Customer centricity by understanding customer needs and driving solutions that enhance end-to-end customer experience and operational effectiveness
• Excellent command of spoken and written English and Chinese (Cantonese and Mandarin)

Others

• You are required to obtain the relevant license(s) if your job involves regulated activities