Job Description

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

To provide oversight for pension operations (Macau/ ORSO/ MPF), ensuring compliance with regulatory requirements, effective remediation of regulatory findings, robust risk management, and successful delivery of strategic initiatives, including core system and business transformation projects.

Customer Centricity - This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Responsibilities:

Pension Operations Management

• Oversee daily administration of pension schemes, ensuring accuracy, timeliness, and service quality.
• Implement control procedures on any risk areas identified and provide expertise and technical advice to team members
• Ensure key risks, control deficiencies, and regulatory concerns are identified, assessed, escalated, and remediated in a timely manner.
• Work as a change agent and has the initiative to introduce or facilitate changes in policies and procedures

Regulatory & Compliance Management

• Oversee the implementation of regulatory remediation initiatives, including actions arising from AMCM regulatory findings and warning letters, ensuring timely delivery and sustainable resolution of identified issues.
• Establish and maintain effective governance, controls, and monitoring mechanisms to ensure compliance with applicable regulations, internal policies, and regulatory commitments.
• Manage regulatory reviews, audits, inspections, and responses to regulators, ensuring issues are escalated and addressed appropriately.

Strategic Projects & Change Management

• Support strategic projects, including core system and business transformation projects, post-implementation stabilization, and other transformation initiatives.
• Coordinate with business, technology, and external stakeholders to ensure successful project delivery.
• Support business readiness, testing, implementation, and post-go-live activities to ensure operational readiness, regulatory compliance, and adherence to industry best practices and benchmarks.
• Perform any other duties and projects and prepare management reports as assigned

Provide satisfactory customer service and administration services to the assigned portfolio

• Oversee customer services and daily operations for the assigned portfolio/distribution channel
• Perform case ageing monitoring and track timelines
• Identify overdue or at-risk cases and trigger escalation and follow-up actions
• Review & sign-off communication to clients e.g. letters/deeds/reports/statements/presentation materials

Organizational Management

• Develop the Pension Administration team to achieve operational excellence and high service quality standards.
• Manage, motivate, and coach team members and staff to enhance competencies, performance, and professional development.
• Provide clear direction and guidance on prioritization, problem resolution, and decision-making to ensure effective execution of business objectives.

Requirements:

• University graduate is preferred with minimum 10 years customer services/operations experience of which 5 years in supervisory positions
• Good knowledge of Macau/ORSO/MPF retirement schemes and investment products
• Self-motivated and customer orientated
• Must be a team player
• Detail oriented
• Good communication and interpersonal skills
• Outgoing personality with good presentation skills
• Good time management and organization skills
• Good staff coaching and supervisory skills
• Good PC skills
• Proficient in both spoken and written Chinese and English

Others:

• You are required to obtain the relevant license(s) if your job involves regulated activities

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.