Senior Manager, CS Operations & Customer Relationship Management

AIA; Makati; On-site; PHP 6,000,000 - 10,000,000; Full time

Job summary

AIA is seeking a Corporate Operations Head in Makati to oversee the end-to-end operations for new business and renewals of corporate accounts, including group life and related products. You will drive KPI-based performance, coordinate with internal teams, and lead transformation initiatives for efficiency and scalability.

You will collaborate with Medicard to integrate group medical/HMO offerings, ensuring seamless service delivery while building a strong corporate operations function.

Qualifications

• Bachelor’s degree in business administration, Operations Management, or related field (master’s degree preferred).
• Minimum of 8 years of experience in corporate operations, with a focus on insurance or HMO industries.
• Proven leadership skills in managing operations and driving organizational transformation.
• Strong analytical and problem-solving capabilities.
• Excellent communication skills, with the ability to collaborate across departments and with external affiliates.

Responsibilities

• Oversee daily operations for new business and renewal BAU activities and ensure regulatory compliance across processes.
• Lead strategic process and system transformation initiatives to improve efficiency and scalability.
• Collaborate with Medicard to develop integrated group medical products alongside group life insurance offerings.
• Mentor and develop a high-performing corporate operations team and foster continuous improvement.

Skills

Leadership

Operations management

Regulatory compliance

Data analytics

Cross-functional collaboration

Communication

Education

Bachelor's degree in business administration or related field

Master’s degree preferred

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

The Corporate Operations Head will play a critical role in ensuring the management, maintenance and smooth functioning of new business and renewal activities for Corporate Accounts holding Group Life, Credit Life and related products targeting small groups or enterprises. The position also requires strategic leadership in transforming corporate processes and systems to achieve operational excellence. Additionally, the role emphasizes collaboration with Medicard to integrate group medical / HMO offerings with our suite of group life insurance products.

Roles and Responsibilities

• Operational Management: Oversee daily operations for new business and renewal BAU activities. Ensure compliance with regulatory requirements and internal policies across all operational processes. Develop and implement key performance indicators (KPIs) for monitoring and evaluating team performance. Collaborate with internal Operations Leads to deliver a seamless end-to-end service to corporate accounts e.g. Claims, CS Channel Sales Support, Group Actuarial, Customer Service and the like.
• Strategic Leadership: Drive process and system transformation initiatives to enhance efficiency and scalability. Collaborate with CS Channel Leads, CS Sales to align operational strategies with overarching business goals. Monitor industry trends to identify opportunities for process and service innovation.
• Synergy with Medicard: Work closely with Medicard team to develop and offer integrated group medical products through HMOs. Ensure efficient servicing and seamless delivery of group medical / HMO solutions alongside group life insurance products. Foster a strong partnership between corporate operations and Medicard to maximize value for clients and affiliates.
• Team Development: Mentor and develop a high-performing corporate operations team. Champion a culture of continuous improvement and innovation within the department.

Minimum Job Requirements

• Bachelor’s degree in business administration, Operations Management, or related field (master’s degree preferred).
• Minimum of 8 years of experience in corporate operations, with a focus on insurance or HMO industries.
• Proven leadership skills in managing operations and driving organizational transformation.
• Strong analytical and problem-solving capabilities.
• Excellent communication skills, with the ability to collaborate across departments and with external affiliates.

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.

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