Policy Operations Associate: Service & Process Excellence

AIA Hong Kong and Macau; Malaysia; Hybrid; MYR 40,000 - 75,000; Full time

Job summary

AIA Hong Kong and Macau is seeking an Associate to process customer and internal requests accurately and within SLA, while following SOPs to ensure high-quality service delivery. You will support daily operations, assist with process improvements, and contribute to digital transformation initiatives, helping customers and communities live Healthier, Longer, Better Lives.

This role emphasizes timely case follow-up, accuracy, and compliance with regulatory requirements, with opportunities for

Responsibilities

• Process customer and internal requests promptly within SLA while adhering to SOPs and delivering high-quality service.
• Maintain accuracy in all transactions and ensure compliance with company policies and regulatory requirements.
• Follow up on pending cases to ensure timely closure and escalate issues when needed.
• Support daily operations and participate in quality checks and ongoing trainings.

Job description

AIA Hong Kong and Macau is seeking an Associate to process customer and internal requests accurately and within SLA, while following SOPs to ensure high-quality service delivery. You will support daily operations, assist with process improvements, and contribute to digital transformation initiatives, helping customers and communities live Healthier, Longer, Better Lives.

This role emphasizes timely case follow-up, accuracy, and compliance with regulatory requirements, with opportunities for