Operations Transformation, Principal

aia; Hong Kong; On-site; HKD 150,000 - 210,000; Full time

Job summary

AIA is seeking a senior leader to drive end-to-end Operations Transformation via structured program and project management, digital enablement, and strategic execution. The role covers governance, planning, and delivery across initiatives to support growth, scalability, and efficiency.

The position oversees enterprise planning, backend systems alignment, and a continuous improvement mindset to enhance customer experience and operational performance.

Qualifications

• Leads enterprise-level strategic and corporate planning to deliver Operations, Transformation and Digitalization objectives.
• Owns program and project portfolio management for Operations Transformation initiatives.
• Drives the implementation of Services & Operations transformation initiatives to improve customer experience.

Responsibilities

• Leads project lifecycle across multiple workstreams from business case to go-live and benefits realization.
• Establishes and governs project delivery frameworks with milestones, risks, and success metrics.
• Advises senior management on transformation priorities and execution risks with data-driven recommendations.
• Identifies opportunities to adopt new technologies to improve delivery efficiency and regulatory compliance.

Skills

Strategic planning

Program management

Stakeholder leadership

People management

Communication skills

Education

University degree

Job description

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 is a senior leadership and people‑management role accountable for end‑to‑end Operations Transformation delivery through structured program and project management, digital enablement, backend applications, and strategic execution.

The role owns the planning, governance, and execution of transformation programs and project portfolios, ensuring initiatives are delivered on time, within scope, and with measurable business value. It oversees both strategic planning and day‑to‑day delivery management to execute the company’s operations, transformation, and digitalization agenda.

Roles and Responsibilities:

• Strategic, Program and Corporate Planning

  • Leads enterprise‑level strategic and corporate planning to deliver Operations, Transformation and Digitalization objectives, translating business strategy into well‑governed programs, roadmaps, and delivery plans.

  • Owns program and project portfolio management for Operations Transformation initiatives, ensuring backend systems, digital platforms, and operational processes effectively support business growth, scalability, and efficiency.

  • Drives the implementation of Services & Operations transformation initiatives through structured program execution, improving customer experience, operational performance, and end‑to‑end workflow efficiency.

  • Establishes and governs project and program delivery frameworks, including milestones, dependencies, risks, benefits tracking, and success metrics, to ensure consistent and disciplined execution across initiatives.

  • Leads the full project lifecycle across multiple workstreams — from business case development, planning, resourcing and execution through to go‑live, stabilization, and benefits realization.

  • Formulates, governs, and continuously enhances the Quality Assurance (QA) framework for policy data and operational outputs, ensuring effective controls, monitoring, and continuous improvement.

  • Applies a strategic, corporate‑level mindset, advising senior management on transformation priorities, delivery trade‑offs, and execution risks, with innovative, human‑centered, and future‑ready recommendations.

  • Identifies opportunities to adopt new technologies, tools, and market practices to improve delivery efficiency, operational resilience, and regulatory compliance, including licensing requirements where applicable.

  • Evaluates end‑to‑end business processes, identifies delivery gaps or inefficiencies, and develops practical, scalable solutions with clear ownership and measurable impact

• People Management and Stakeholder Leadership

  • Builds and leads a high‑performance, delivery‑oriented team culture, providing coaching, direction, and leadership to develop future‑ready talent with strong transformation and project execution capabilities.

  • Acts as a senior delivery partner to business units, IT, PSM, OSS, and external vendors, ensuring alignment, clear accountability, and effective cross‑functional execution of programs and projects.

  • Oversees capability development, training, and competency uplift for team members, ensuring delivery roles are appropriately skilled and fully compliant with licensing and regulatory requirements where applicable.

Job Requirements:

• University degree holder with minimum 8 years of working experience in a life insurance company or related consultancy and markable experience in project management

• Bearing a strategic and corporate thinking mindset, accountable with a strong sense of customer centricity

• Team player, strong leadership and team building skill

• Proficient communication, interpersonal, relationship and stakeholder management skills

• Excellent analytical and problem-solving skills; dare to think out of box and challenge the status quo

• Excellent command of spoken/written English and Chinese (Cantonese and Mandarin)

Others:

• You are required to obtain relevant license if your job involves in regulated activities

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.