Senior Manager, CS Operations & Customer Relationship Management

AIA Group; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

The AIA Group is seeking a Corporate Operations Head to oversee the end-to-end processes for new business and renewal activities for Corporate Accounts focused on Group Life, Credit Life, and related products in the Philippines.

You will lead operational excellence initiatives, drive KPI-based performance, and partner with Medicard to integrate group medical/HMO offerings with our life insurance suite, while mentoring a team to deliver seamless service to corporate clients.

Qualifications

• Leadership experience in corporate operations.
• Strong analytical and problem-solving abilities.
• Excellent communication across departments.

Responsibilities

• Operational Management: Oversee daily operations for new business and renewal BAU activities, ensuring regulatory compliance and implementing KPIs to monitor team performance.
• Strategic Leadership: Drive process and system transformation to enhance efficiency and scalability, aligning with CS Channel Leads and CS Sales.
• Synergy with Medicard: Collaborate with Medicard to develop and offer integrated group medical products alongside group life insurance offerings.
• Team Development: Mentor and develop a high-performing operations team and foster continuous improvement.

Skills

Leadership

Analytical thinking

Communication skills

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.

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.