Payment Solution, Specialist (Operational and Digital Transformation)

aia; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

AIA is seeking an experienced Payments Operations professional to support operational and digital transformation initiatives within the Payment Solutions / POS team in Hong Kong. You will focus on customer experience, process optimization, and regulatory compliance, handling complex payment cases with cross-functional collaboration and a proactive service-first approach.

Responsibilities include ensuring day-to-day payment operations run smoothly, managing investigations and escalations,

Qualifications

• Bachelor’s degree in business administration, Finance, Operations Management, or a related discipline.
• 5+ years of relevant experience in payment operations, customer servicing, or financial services operations.
• Good knowledge of customer service principles, operational processes, and regulatory requirements within the insurance or financial services industry.
• Strong customer-centric mindset, with a commitment to delivering timely, accurate, and high-quality customer outcomes.
• Excellent communication and stakeholder management skills, with the ability to engage effectively with customers, business partners, and cross-functional teams.
• Strong knowledge of payment operations, and customer case management, including handling complex payment enquiries, investigations, escalations, and exception cases.
• Solid understanding of operational controls, AML requirements, screening, and regulatory compliance, with the ability to maintain audit-ready documentation and support governance requirements.
• Proven experience in process improvement, operational efficiency initiatives, and digital transformation projects, including system enhancement, automation, and User Acceptance Testing (UAT).
• Good understanding of payment processes, customer servicing operations, and cross-functional workflow management.

Responsibilities

• Process and monitor payment-related activities in accordance with established service standards, operational procedures, and regulatory requirements.
• Handle complex, high-value, and sensitive payment-related cases, investigations, inquiries, and escalations in a timely and professional manner.
• Ensure service commitments and turnaround times are achieved while maintaining a high level of customer satisfaction.
• Liaise with internal and external stakeholders to resolve operational issues and support case closure.
• Perform operational control activities and reviews to ensure compliance with Company policies, regulatory requirements, and internal standards and AML requirements.
• Support investigation activities, exception handling, and control validation to ensure operational integrity and risk mitigation.
• Maintain accurate records, documentation, and audit trails to support governance, compliance reviews, and audit readiness.
• Identify control gaps and recommend enhancements to strengthen operational effectiveness and regulatory compliance.
• Participate in process improvement initiatives to streamline workflows, improve efficiency, and enhance customer experience.
• Support system enhancement projects, automation initiatives, and User Acceptance Testing (UAT) to facilitate operational digitalization.
• Prepare operational reports, management updates, and business analysis as required.
• Undertake ad hoc projects and other responsibilities assigned by management to support evolving business and regulatory requirements.

Skills

Customer-centric mindset

Communication

Stakeholder management

Regulatory compliance

Process improvement

Digital transformation

UAT

Audit readiness

Education

Bachelor's degree in Business Administration/Finance/Operations Management

Job description

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

To support operational and digital transformation initiatives within the Payment Solutions / POS team, focusing on customer experience, process optimization, and regulatory compliance. This role requires strong case management expertise, cross-functional collaboration, and a proactive approach to problem-solving and service excellence.

Customer Centricity: 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:

Ensure smooth execution of day-to-day payment operations and customer case management

• Process and monitor payment-related activities in accordance with established service standards, operational procedures, and regulatory requirements.
• Handle complex, high-value, and sensitive payment-related cases, investigations, inquiries, and escalations in a timely and professional manner.
• Ensure service commitments and turnaround times are achieved while maintaining a high level of customer satisfaction.
• Liaise with internal and external stakeholders to resolve operational issues and support case closure.

Maintain effective operational controls, regulatory compliance, and risk management

• Perform operational control activities and reviews to ensure compliance with Company policies, regulatory requirements, and internal standards and AML requirements.
• Support investigation activities, exception handling, and control validation to ensure operational integrity and risk mitigation.
• Maintain accurate records, documentation, and audit trails to support governance, compliance reviews, and audit readiness.
• Identify control gaps and recommend enhancements to strengthen operational effectiveness and regulatory compliance.

Support operational enhancement, digitalization initiatives, and ad hoc assignments

• Participate in process improvement initiatives to streamline workflows, improve efficiency, and enhance customer experience.
• Support system enhancement projects, automation initiatives, and User Acceptance Testing (UAT) to facilitate operational digitalization.
• Prepare operational reports, management updates, and business analysis as required.
• Undertake ad hoc projects and other responsibilities assigned by management to support evolving business and regulatory requirements.

Requirements:

• Bachelor’s degree in business administration, Finance, Operations Management, or a related discipline.
• Minimum 5 years of relevant experience in payment operations, customer servicing, or financial services operations.
• Good knowledge of customer service principles, operational processes, and regulatory requirements within the insurance or financial services industry.
• Strong customer-centric mindset, with a commitment to delivering timely, accurate, and high-quality customer outcomes.
• Excellent communication and stakeholder management skills, with the ability to engage effectively with customers, business partners, and cross-functional teams.
• Strong knowledge of payment operations, and customer case management, including handling complex payment enquiries, investigations, escalations, and exception cases.
• Solid understanding of operational controls, AML requirements, screening, and regulatory compliance, with the ability to maintain audit-ready documentation and support governance requirements.
• Proven experience in process improvement, operational efficiency initiatives, and digital transformation projects, including system enhancement, automation, and User Acceptance Testing (UAT).
• Good understanding of payment processes, customer servicing operations, and cross-functional workflow management.

Others:

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