Lead Specialist - Medical Underwriting

AIA Shared Services; Putrajaya; On-site; MYR 90,000 - 150,000; Full time

Job summary

AIA Shared Services is seeking a senior Underwriting & Service Operations professional in Malaysia to manage high-risk medical assessments and appeals. The role supports underwriting operations across channels and uses AI-enabled tools to boost productivity and customer experience.

You will act as a quality gatekeeper for complex cases and provide coaching on underwriting rationale, contributing to guideline refinement and risk standardization initiatives.

Qualifications

• High level technical underwriting expertise across complex and high-risk medical assessments.
• Ability to provide expert guidance on underwriting interpretation and risk assessment.

Responsibilities

• Underwriting & Service Operations (70%): process and underwrite cases per guidelines and SOPs.
• Exercise independent underwriting judgement for complex medical cases (+150% extra mortality and above).
• Act as counter‑signatory and quality gatekeeper for complex cases.
• Review cases completed by Specialists and provide technical feedback.
• Provide expert technical guidance and coaching on underwriting interpretation and risk assessment.
• Support guideline refinement and AI‑enabled underwriting logic development.

Skills

Underwriting expertise

AI-enabled tools

Quality gatekeeping

Job description

Transform insights into action and impact.

At AIA, your skills, perspective and ideas can help us protect customers, balance risk and opportunity, and contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on real-world challenges, collaborate with talented colleagues and bring together data, technical expertise and commercial understanding to strengthen customer solutions and support sustainable growth.

Join us to shape better decisions, grow through new experiences and extend your impact across Asia.

About The Role

To provide high‑level technical underwriting expertise by managing complex and high‑risk medical assessments, appeals, and escalations, while supporting underwriting and issuance operations across engagement channels (including Virtual Appointments, Live Chat, and Callback) and leveraging digital and AI‑enabled tools to enhance productivity, quality, and customer experience within agreed Service Level Agreements (SLAs) and a multi‑skilled operating model.

Underwriting & Service Operations (70%)

• Process and underwrite assigned cases in accordance with approved underwriting guidelines and SOPs, based on direction from the immediate supervisor or manager.
• Exercise independent underwriting judgement within delegated authority limits for complex and high‑risk medical cases (+150% extra mortality and above), including handling appeals and complaint‑related underwriting assessments.
• Act as counter‑signatory and quality gatekeeper for complex cases, ensuring sound judgement, consistency, and audit‑defensible decisions.
• Review cases completed by Specialists and below provides technical feedback, and act as escalation point for complex medical assessments.
• Provide expert technical guidance and coaching to Specialists and below on underwriting interpretation, risk assessment, and decision rationale.
• Support underwriting guideline refinement, risk standardization initiatives, and contribute to the development and validation of AI‑enabled underwriting logic and decision‑support tools.

Business Support (30%)

• Perform reasonable ad‑hoc duties aligned with underwriting operations, service delivery, quality improvement, or business continuity needs, including performing other responsibilities and duties periodically assigned by the immediate supervisor or manager to meet business requirements.

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.