Operations Solutions and Service Management, Principal

AIA Hong Kong; Hong Kong; On-site; HKD 700,000 - 1,000,000; Full time

Job summary

AIA Hong Kong seeks an experienced Operations Solutions and Service Management professional to lead the Life business operations, ensuring high-quality services and regulatory compliance. You will manage service providers, optimize workflows, and drive process improvements across document digitization, vendor performance, and operational efficiency.

Key duties include overseeing budgeting, cross-functional collaboration, and ensuring alignment with internal benchmarks and external guidelines.

Qualifications

• University graduate with relevant experience in operational governance and supervision.
• Strong administrative and written and spoken communication abilities in English and Chinese.
• Proficiency in MS Office and related office software is expected.
• Ability to coordinate with multiple stakeholders and regulatory requirements.

Responsibilities

• Lead operations to support Life business, ensuring high-quality services and regulatory compliance.
• Manage service providers to meet internal benchmarks and regulatory obligations.
• Implement process improvements to optimize workflows and efficiency.
• Oversee document digitization and vendor performance in line with service levels.
• Collaborate with IT to define requirements and support system enhancements.

Skills

Administrative skills

Communication skills

Office software

Bilingual English/Chinese

Education

University degree

Job description

Operations Solutions and Service Management, Principal

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

• Lead the operations to support Life business, with a focus on delivering high-quality services and ensuring compliance with legislation obligations.
• Manage service providers to ensure that all tasks are completed in accordance with regulatory requirements and internal benchmarks.
• Implement process improvements to optimize team workflow and enhance overall efficiency.

Roles and Responsibilities

Operation Monitoring (50%)

• 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.
• Oversight of document digitalization operations.
• Supervise operations and vendor performance to support Life business, ensuring adherence internal & external benchmark and guidelines.
• Optimize resources 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.
• 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.
• Regularly review service levels to ensure alignment with expectations.

Project and New Process Coordination (20%)

• Collaborate with stakeholders to navigate new or evolving regulatory requirements from regulatory institutions regarding policy contracts and the digitalization of document.
• 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.

Reviewing Processes for Compliance and Identifying Potential Issues. (10%)

• Conduct a thorough analysis of existing processes to identify redundancies, bottlenecks, or inefficiencies that may affect compliance.
• Provide support in evaluating internal control measures designed to monitor and mitigate operational risks.
• Contribute to the assessment of segregation of duties, authorisation levels, and control activities, and recommend appropriate remedial actions.
• Engage in the identification of potential audit concerns, issues related to data integrity, and the effectiveness of business operations, and assist in developing suitable corrective measures.

Tender Handling and Third-Party Management Processing (10%)

• Handle sourcing for specific contract in order to identify reliable supplier capable of providing quality services at competitive prices, in compliance with Sourcing policy.
• Establish and deliver service targets that focus on cost, quality service, and innovation with the supply base.
• Monitor the performance of appointed suppliers and periodically review service level to ensure that services are being delivered as expected.
• Manage the tender processes and relevant tender documentation, including business requirement analysis, strategic analysis, bidder selection, negotiation, evaluation criteria, negotiation of commercial and contractual terms, transition and implantation planning, change management.
• Manage Third-Party Management (TPM) processing.

Mailing Services (5%)

• Manage the operations and productivity of the Mailing Team to meet the benchmarks and achieve customer satisfaction at a cost-effective manner.
• Review working procedures and performance monitoring mechanisms with the objective of enhancing overall output and quality.
• Manage enveloping and printing vendors to ensure the delivery of enveloping and logistics services complies with HK post requirements.
• Manage a system for monitoring document collection and delivery tracking.
• Manage the outsourcing service.

Other responsibilities (5%)

• Conduct regular supplier evaluation.
• Perform budget exercise.
• Undertake additional responsibilities as assigned by the supervisor to ensure compliance with company standards, guidelines, and requirements.
• Collaborate closely with the Finance to prepare the annual budget, and oversee accruals and payment requests, ensuring financial accuracy and alignment with organizational goals.

Minimum Job Requirements

• University graduate plus 6-8 years relevant experience with 3 years in supervisory level;
• Good administrative and communications skills;
• PC skills in Office Operating Software;
• Effective skills in written and speaking English and Chinese.

Others

• You are required to obtain relevant license if your job involves in regulated activities
• Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements

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.