Wellness Strategy and Development, Principal (Senior Manager)

aia; Hong Kong; On-site; HKD 1,000,000 - 1,400,000; Full time

Job summary

AIA is seeking a senior operations leader to design and govern the Wellness Centre operating model, aligning with proposition principles and delivering cohesive customer experiences. The role involves ownership of design, cross-functional collaboration, and driving initiatives to optimize resources and performance.

Responsibilities include leading model transformation, auditing service delivery, and ensuring KPI achievement while maintaining high standards of customer care across channels.

Qualifications

• Bachelor's degree in a related field.
• Strong leadership and cross-functional collaboration skills.
• Experience designing and transforming operations models.

Responsibilities

• Lead target operation model design and implementation.
• Improve performance gaps and meet KPIs through cross-functional plans.
• Analyze financial data to identify growth opportunities.
• Oversee governance of service providers and day-to-day operations.
• Ensure quality reports to Committees and Corporate.

Skills

Operations leadership

Process design

Stakeholder mgmt

Data analysis

Education

Bachelor's degree in related field

Tools

CRM software

Job description

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

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.

So if you believe in inspiring a better future, read on.

About the Role

Lead the wellness centre operation design and management, ensure alignment with proposition principles, and deliver cohesive, industry-leading customer experiences.

Roles and Responsibilities:

Target operation model design

• Take ownership and accountability to lead for Ops model innovation, design and implementation

• Prioritize and complete improvement opportunities with cross functions, ensuring alignment with key business objectives.

• Develop and implement action plans to address any performance gaps and to ensure KPIs are met.

• Analyze financial data to identify trends and opportunities for business growth

• Champion business-wide ops model transformation and change management initiatives. Provide strategic directions to optimize resources and enhance customer experience.

Optimize operating model, capacity planning and partnerships with third-party service providers to enhance productivity and customer experience including:

• Conduct audits and review overall services delivery received by prospective customers and channels through the centre governance mechanism;

• Evaluate the effectiveness of operating procedures and controls. Identify gaps and risks, and mandate corrective actions by Service Provider.

• Investigate escalated issues, non-compliance and complaints. Analyze root causes and review with senior management. Issue follow up actions to Service Provider for resolution;

• Centre’s traffic is effectively controlled based on the booking system and operational program.

• Review and approve major operational policies, processes, technologies or partnerships proposed by the Service Provider.

• Review Service Partner’s workflow as well as operating systems regularly to ensure effectiveness in daily operations.

• Propose advisory and consultation and align the resolution with Service Provider in relation to technical or complex operational issues.

• Give appropriate advices or approval on customer /channel requests in relation to policy matters with reference to applicable guidelines.

• Propose mitigation plan in the event of unacceptable performance or breaches to contractual obligations based on the governance mechanism.

Ensure service quality with continuous improvement.

• Ensure Service Provider(s) accountability to follow designated workflow for service delivery by taking consistency, alignment and flexibility to accommodate HNW customer’s needs and elevate to Operation Committee for dispute resolution.

• Make market intelligence and benchmarking to ensure our services are competitive in the market.

• Collect customer/channel feedback and take improvement actions where necessary.

• Review service manuals/guidelines regularly. Revamp guidelines to raise operating efficiency and standards.

• Analyze the data collected and identify areas for improvement.

• Define service quality standards and KPIs mapping with Company and Service Partner management team. Continuously monitor performance against targets and implement improvement plans to address gaps.

• Lead and drive audits and risk assessments to identify non-compliance and areas for enhancement. Ensure prudent mitigation measures developed by the Service Partner to strengthen control and governance.

Manage the relationship and interact in courteous and professional manner with internal and external working partners (including HNW channels) to ensure building of favourable relationship to facilitate task accomplishment

• Lead cross-functional committees and working groups in operation work stream. Forge consensus and drive alignment across different parties.
• Represent as the key liaison to address queries, concerns and requests from internal stakeholders regarding the Service Provider’s performance.

• infusing the finding to the operation improvement plan
• Compile the communication plan and material to facilitate the stakeholders forums.

Team leadership

• As a Line management and development of a Wellness Operation Team. Leading by example, facilitating professional development and ensuring the team embodies Company’s values on a daily basis in every aspect of role
  • Ensure proper training and coaching are given to team members.

Ensure quality reports are produced and submitted to Committees/Corporate for further analysis:

• Based on the raw data, provide recommendations and feedback to Committees/Corporate for Customer Experience and Centre operational enhancements.
• Perform preliminary qualitative and quantitative analysis reports and Work with Committees/Corporate to identify areas for improvement and action plans.
• Review financial budgets, prepare financial reports, and provide recommendations for cost optimization.

Ensure smooth event execution:

• Co-design the event content and calendar with Service Provider and Channels
• Manage all areas of events that take place at the Centre, from pre-planning, through the event day, and post-event activities
• Work closely with Corporate and organize logistics of event preparation
• Supervise Centre staff to provide assistance at the event for corporate organized events

Minimum Job Requirements:

• University / College graduate with 8 years+ in insurance or healthcare transformation operation and product marketing functions, financial analysis and budgeting.
• Ability to apply a commercial orientation within operation design with data analytic skill, with experience in “hospitality" sophisticated solutions
• Demonstrated thought managerial skill
• Able to influence stakeholders to affect process change. Thoughtful approach from planning to monitoring.
• High degree of urgency and ownership
• Work independent with ability to work collaboratively and navigate a matrixed organization
• Ability to excel as project leader
• Measure performance by KPI results and impact
• Good knowledge in workflow system
• Proficiency in spoken and written English and Chinese including Putonghua
• Require to obtain relevant license if your job involves in regulated activities.

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.