Job Description

Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

The OSSC Assistant Manager is responsible for leading a team of data processing staff to achieve all business targets, plan capacity daily and intra - day based on projections and volume analysis and allocate/reallocate resources accordingly, also taking up some departmental functions, such as training, team building, MI report etc., and to fulfill further operational requirements and accumulate cross-team cooperation experience.

Roles and Responsibilities

• Lead operational teams (e.g., QA, Training) to ensure efficient operations.
• Ensure work is well-planned and executed to meet service and business goals.
• Support the Manager in designing policies and systems to improve productivity, quality, and customer satisfaction.
• Optimize workforce utilization and maintain OSSC’s positive internal and external image.
• Develop operational manuals, streamline workflows, and implement improvements to enhance efficiency and accuracy.
• Manage service improvement and cost reduction initiatives.
• Collaborate with departments to identify business opportunities and complete ad-hoc projects.
• Set clear objectives and performance standards.
• Provide coaching, training, and development to team members.
• Participate in performance reviews and improve team cooperation.
• Resolve customer complaints and seek feedback to improve service and efficiency.

Job Requirements:

• Bachelor's degree.
• 6 years of work experience, including 4 years in operations and 2 years in a supervisory role.
• Familiar with BPO operations, workflow management, and team management.
• Proficient in English and Cantonese.
• Relevant industry certifications or professional licenses are an advantage.
• Strong communication and presentation skills.
• Proven leadership, people management, and coaching capabilities.
• Ability to build effective working relationships and develop team members.
• Strong analytical and problem-solving skills.
• Ability to interpret data, identify trends, and support operational decision-making.
• Strong operations management skills with a focus on process improvement.

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.