Senior Manager - Service Excellence (Policy Services)

AIA; Kuala Lumpur; On-site; MYR 150,000 - 250,000; Full time

Job summary

AIA invites a seasoned professional to lead Service Operations Excellence within Group Operations, overseeing governance, metrics, and automation initiatives in Policy Servicing. You will drive strategic planning, optimise processes, and monitor performance across BUs, leveraging Gen AI / Agentic AI to enhance efficiency.

You're expected to have 8+ years in life insurance or related consultancy, strong leadership, stakeholder management, and a customer-centric mindset to deliver tangible

Qualifications

• Bachelor's degree with 8+ years in life insurance or related consultancy.
• Proven experience in project management related to Policy Servicing.
• Strategic, customer-centric with strong leadership and collaboration skills.

Responsibilities

• Lead Service Operations Excellence with governance & monitoring.
• Oversee service operations standard maintenance and KPI tracking.
• Drive automation and digital adoption; explore Gen AI use cases.
• Review audit findings and implement process improvements.

Skills

Project management

Stakeholder management

Strategic thinking

Leadership

Education

Bachelor's degree

Job description

Build a healthier and more sustainable future for everyone. At AIA, your skills, perspective and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and help turn ideas into positive outcomes for our customers and communities. Join us to shape what comes next, grow through new experiences and extend your impact across Asia.

About the Role

At AIA, we believe in helping our employees grow, professionally and personally. New career opportunities are one way for you to learn new skills and continue to build our business that helps our customers and the community live healthier, longer, better lives.

Responsibilities

• The key responsibilities for this role includes assisting Director of Servicing & Contact Center in leading Service Operations Excellence in Group Operations.
• Other duties include managing strategic planning review, servicing operations standard maintenance, operations man-hours loss tracking.
• Provide governance & monitoring on Group Operations strategy execution to deliver Group-wide optimised Policy Owner Servicing (POS or "Service") processes as part of Service Excellence Team.
• Work with BUs Operations Service Team in tracking Service related metrics (STP, TAT, e-Submission) and identify opportunities in driving automation & digital adoption.
• Provide leadership & guidance on strategy planning exercise in setting up targets & initiatives planning.
• Conduct BU Operations diagnostic exercise in the Service processes for process optimization & productivity uplift.
• Identifying opportunities & driving implementation of Gen AI / Agentic AI use cases within Service Operations (i.e. CS Policy Member Maintainance).
• Track & report BUs systems performance impact to operations performance (i.e. Man hours lost).
• Maintain & update Group servicing operations standard.
• Review Service related audit reports & identify process improvement / automation opportunities.

Job Requirements

• University degree holder with minimum 8 years of working experience in a life insurance company or related consultancy.
• Proven experience in project management related to Policy Servicing.
• Strategic and corporate thinking mindset, accountable with a strong sense of customer centricity.
• Team player, good leadership and collaboration skill.
• Proficient communication, interpersonal, relationship and stakeholder management skills.
• Excellent analytical and problem-solving skills.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

"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.