Policy Owner Service, Analyst

AIA Shared Services; Kampung Cendana; On-site; MYR 60,000 - 90,000; Full time

Job summary

AIA Shared Services in Malaysia is seeking a qualified operations professional to manage ROP processing and regulatory compliance within the insurance services space. You will oversee daily ROP transactions, appeals, and related inquiries, while coordinating with LIAM, MTA, Agency Distribution, and Actuarial teams to ensure timely, compliant outcomes.

The role requires strong English and local-language skills, with Mandarin as a plus.

Qualifications

• Minimum 3 years of relevant operational experience in the insurance or financial services industry.
• Strong interpersonal and communication skills, with a self-motivated and proactive approach to work.
• Good written and spoken communication skills in English and the local language; ability to speak Mandarin is an advantage.

Responsibilities

• Handle daily ROP transactions in compliance with regulatory requirements and agreed service level standards.
• Manage ROP appeals, ROP releases, and related email enquiries within established turnaround time.
• Conduct Agent Movement Monitoring (quarterly) and cross-entity ROC detection reviews (semi-annually).
• Manage life planners’ expectations while ensuring full adherence to regulatory requirements.
• Support the Team Leader in report preparation and related tasks.
• Participate in ad hoc projects and User Acceptance Testing (UAT) activities.
• Liaise with internal stakeholders, including LIAM, MTA, Agency Distribution, and Actuarial teams, on ROP and ROC-related matters.
• Perform other duties as assigned by management.

Skills

Interpersonal skills

Communication

Self-motivated

English proficiency

Mandarin advantage

Education

Bachelor's degree

Tools

Microsoft Office

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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on.

About the Role

1. Meet agreed ROP turnaround time (TAT) and performance benchmarks.
2. Ensure all ROP-related processes fully comply with regulatory requirements.
3. Manage agents’ expectations while maintaining strict regulatory compliance.

Roles and Responsibilities

• Handle daily ROP transactions in compliance with regulatory requirements and agreed service level standards.
• Manage ROP appeals, ROP releases, and related email enquiries within established turnaround time.
• Conduct Agent Movement Monitoring (quarterly) and cross-entity ROC detection reviews (semi-annually).
• Manage life planners’ expectations while ensuring full adherence to regulatory requirements.
• Support the Team Leader in report preparation and related tasks.
• Participate in ad hoc projects and User Acceptance Testing (UAT) activities.
• Liaise with internal stakeholders, including LIAM, MTA, Agency Distribution, and Actuarial teams, on ROP and ROC-related matters.
• Perform other duties as assigned by management.

Minimum Job Requirements

• Tertiary education with a recognized university degree in any discipline.
• Minimum 3 years of relevant operational experience in the insurance or financial services industry.
• Strong interpersonal and communication skills, with a self-motivated and proactive approach to work.
• Good written and spoken communication skills in English and the local language; ability to speak Mandarin is an advantage.
• High level of integrity with strong ownership and accountability for work outcomes.
• Basic computer proficiency, including Microsoft Office applications (Excel, Word, etc.).
• Prior experience in ROP processing or handling will be an advantage.

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.

“Better” starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.