Insurance Operations Lead - Policy & Renewals

AIA Shared Services; Cyberjaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

AIA Shared Services in Malaysia is seeking a skilled SME for Corporate Solutions Policy and Member Maintenance, responsible for accurate end-to-end processing of New Business and Renewal activities.

You will drive process improvements, ensure data integrity, and support knowledge sharing within the Hong Kong business operations.

The role requires leadership of a team of Specialists and Associates, with a focus on service delivery, compliance, and continuous improvement.

Qualifications

• Bachelor’s degree or higher in Insurance or Finance.
• Demonstrates strong attention to detail and customer-centric mindset.
• Able to lead a team and work under pressure.

Responsibilities

• Oversee end-to-end processing of New Business, Renewal, and member maintenance activities to ensure service delivery meets defined turnaround time (TAT), quality, and productivity standards.
• Ensure compliance with SOPs, regulatory requirements, and internal controls.
• Monitor daily operations, manage workload distribution, and ensure optimal resource utilization.
• Manage escalations, complex cases, and exceptions, ensuring timely resolution with minimal operational impact.
• Ensure service levels and KPIs are consistently met or exceeded.
• Lead, coach, and develop a team of Specialists, Senior Associates, and Associates.
• Set clear performance expectations and conduct regular performance reviews, feedback sessions, and coaching.
• Identify training needs and drive capability development to strengthen team competency.
• Foster a positive, collaborative, and high-performance team culture.
• Manage team attendance, discipline, and workforce planning to ensure operational stability.
• Drive continuous improvement initiatives to enhance efficiency, quality, and turnaround time across PMM processes.
• Review and strengthen operational controls, procedures, and documentation to ensure consistency and compliance.
• Analyze operational data and trends to identify risks, inefficiencies, and improvement opportunities.
• Lead or support system enhancements, automation initiatives, and transformation projects.
• Ensure audit readiness and compliance with internal and external requirements.
• Act as a key point of contact for Hong Kong business stakeholders, servicing teams, and internal partners.
• Manage escalations and maintain strong working relationships with stakeholders to ensure service satisfaction.
• Participate in regular service reviews, reporting, and discussions on operational performance and improvements.
• Ensure timely and effective communication of issues, updates, and resolutions.
• Support strategic initiatives, ad hoc projects, and business requirements as assigned by Senior Manager.
• Contribute to departmental planning and continuous improvement programs.

Skills

English & Chinese

Excel (Pivot, VLOOKUP, XLOOKUP)

Education

Bachelor’s Degree or higher in Insurance/Finance

Tools

MS Office

Job description

AIA Shared Services in Malaysia is seeking a skilled SME for Corporate Solutions Policy and Member Maintenance, responsible for accurate end-to-end processing of New Business and Renewal activities.

You will drive process improvements, ensure data integrity, and support knowledge sharing within the Hong Kong business operations.

The role requires leadership of a team of Specialists and Associates, with a focus on service delivery, compliance, and continuous improvement.