Transformation Lead: Operations, AI & Process Improvement

AIA Hong Kong and Macau

Hong Kong

Hybrid

HKD 420,000 - 720,000

Full time

5 days ago

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Job summary

AIA Hong Kong and Macau is seeking a Transformation Analyst to drive business transformation, digitalization and process improvements across core operations in Hong Kong. You will work with Operations and Technology teams to translate requirements, manage backlogs and deliver practical, measurable benefits.

The role requires strong analytical skills, stakeholder management and familiarity with Agile delivery.

Qualifications

3-6 years of experience in Business Transformation, Business Analysis, Process Improvement, Digital Transformation, Project Management or related disciplines.
Experience participating in transformation, digitalization or process improvement initiatives.
Insurance, financial services, healthcare or consulting experience preferred.
Strong analytical, problem-solving and stakeholder management skills.
Experience preparing business requirements, process documentation and project deliverables.
Familiarity with Agile delivery, automation, AI, workflow solutions or digital platforms is an advantage.
Strong presentation and communication skills.
Proficiency in PowerPoint, Excel and process mapping tools.

Responsibilities

Act as Product Owner to support the delivery of business transformation initiatives across Claims, Underwriting, Policy Administration and Customer Service.
Assist in identifying opportunities to improve operational efficiency through process simplification, digitalization and automation.
Conduct business analysis and operational assessments to support transformation planning.
Prepare business cases and recommendations for process improvement initiatives.
Monitor initiative progress and elevate issues and risks where appropriate.
Document current-state business processes, customer journeys and operational workflows.
Analyze operational data and identify pain points, inefficiencies and improvement opportunities.
Facilitate workshops with business users to gather requirements and validate process designs.
Support process redesign initiatives and implementation of new ways of working.
Assist in developing future-state process flows and operating procedures
Gather, document and manage business requirements, user stories and functional specifications.
Work closely with Operations, Technology teams and vendors to support solution design and implementation.
Participate in solution testing, UAT planning and defect management activities.
Support backlog management and prioritization activities with project stakeholders.
Ensure delivered solutions meet business requirements and expected outcomes.
Coordinate project activities and track progress against agreed milestones.
Prepare project documentation, status reports and meeting materials.
Support stakeholder communication and business readiness activities.
Assist in developing training materials and user adoption plans.
Monitor post-implementation performance and collect feedback for continuous improvement.
Assist in identifying suitable use cases for AI, GenAI and automation within operations processes.
Support the implementation and testing of AI-enabled tools and automation solutions.
Work with business users to gather feedback and identify optimization opportunities.
Track and report productivity improvements and operational benefits achieved.
Support measurement and tracking of project benefits, including efficiency gains, turnaround time improvements and cost savings.
Prepare management reports, dashboards and presentation materials.
Maintain documentation of project outcomes, lessons learned and best practices.
Build effective working relationships with Operations, Technology and business stakeholders.
Facilitate discussions and workshops to gather requirements and align on project objectives.
Coordinate with external vendors and implementation partners on project deliverables.
Provide regular updates to project sponsors and management teams.