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 as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.
So if you believe in inspiring a better future, read on.
About the Role
As person in charge of Agency Business Quality (ABQ) to spearhead the First Line of Defense within the Agency Distribution channel to uphold the Business Quality of Agency Force, through constant monitoring, effective communication with stakeholders and development of new market intelligence and strategic initiatives for continuous improvement with reference to the Standard Operating Procedure (SOP) of ABQ and Business Quality Framework.
Investigations from various escalation channels:
To monitor, detect, assess/ investigate and report abnormal trends found in the Welcome Call Escalation and Complaints Management review with reference to SOP of Welcome Call and Business Quality and Governance Framework.
To investigate on all escalated complaints from various channels and engage the complainants and internal stakeholders in facilitation of investigations.
To work with various Head of Department (HOD) in identifying root cause of Welcome Call Escalation cases and to propose and implement new measures, remedial action item and quality initiatives to improve Business Quality within Agency Distribution Channel and other internal processes to minimize intermediary and fraud related risk.
To propose/ provide long-term solution as a preventive action and continuous improvement in the long run based on the root cause identified following post-assessment/ investigation of a complaint or agency related issue carried out with reference to the Business Quality and Governance Framework.
Business Quality Framework & Management Reporting:
To spearhead the First Line of Defense within the Agency Sales Distribution channel in collaboration with Sales Compliance to monitor, detect, assess/investigate and report High Risk agent /agency and other potential agency related risk areas in order to minimize the risk of sales misconduct, market abuse, mis-selling, intermediary fraud and other financial crime related offences with reference to the SOP of ABQ, Reprimand Guidelines and Business Quality Framework.
The implementation of the Business Quality and Governance Framework covers an overall scope of monitoring including but not limited to; Tracking and Monitoring of High risk Agents /Agency flagged under various categories, i.e. Complaints Management (Agency related), Replacement of Policy, Persistency, Welcome Call result, High Claims Loss ratio, and routine assessments and reporting on PMT outliers with reference to the SOP of Agency Business Quality (ABQ) unit.
To initiate and engage discussion(s) with agent(s)/Leader(s) and/or DOA/SDOA/CAOs, upon detection of unusual sales pattern and behaviour to gather more information for further assessment and to provide advice to the agent and agency leaders for continuous learning and improvement in their overall sales performance and business quality.
Data Analytics & Management Reporting:
Other Tasks:
To assist Risk Management & Sales Compliance with ad-hoc analysis, assessment & investigation, whenever required
To perform assessment on agent/agency based on case-by-case basis. The assessment performed may cover data analysis.
To check if any related complaints/ misconducts filed against the agent, and any reprimand history from the Watch List.
To assess selected contest/campaign by AIAB/ APTB to detect any misconduct or abuse by agent/agency, where necessary.
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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.
AIA Group Limited and its subsidiaries (collectively “AIA” or the “Group”) comprise the largest independent publicly listed pan-Asian life insurance group. It has a presence in 18 markets – wholly-owned branches and subsidiaries in Mainland China, Hong Kong SAR(1), Thailand, Singapore, Malaysia, Australia, Cambodia, Indonesia, Myanmar, New Zealand, the Philippines, South Korea, Sri Lanka, Taiwan (China), Vietnam, Brunei and Macau SAR(2), and a 49 per cent joint venture in India. In addition, AIA has a 24.99 per cent shareholding in China Post Life Insurance Co., Ltd.
The business that is now AIA was first established in Shanghai more than a century ago in 1919. It is a market leader in Asia (ex-Japan) based on life insurance premiums and holds leading positions across the majority of its markets. It had total assets of US$328 billion as of 30 June 2025.
AIA meets the long-term savings and protection needs of individuals by offering a range of products and services including life insurance, accident and health insurance and savings plans. The Group also provides employee benefits, credit life and pension services to corporate clients. Through an extensive network of agents, partners and employees across Asia, AIA serves the holders of more than 43 million individual policies and over 16 million participating members of group insurance schemes.
AIA Group Limited is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock codes “1299” for HKD counter and “81299” for RMB counter with American Depositary Receipts (Level 1) traded on the over-the-counter market under the ticker symbol “AAGIY”.
(1) Hong Kong SAR refers to the Hong Kong Special Administrative Region.
(2) Macau SAR refers to the Macau Special Administrative Region.
