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

This individual contributor role is responsible for driving key digital initiatives and operational transformation within the division. It blends deep product management expertise with strong change‑management capabilities to uplift Operations. The role translates business needs into clear, actionable requirements, leads end‑to‑end project delivery without a direct team, oversees UAT to ensure solution readiness, and drives continuous process improvement across all operational channels.

Roles and Responsibilities:

Requirements Management

• Lead the gathering, validation, and documentation of user requirements for digital enhancements, new products, and system-related issues within the Operations Division.
• Ensure requirements are clear, accurate, prioritised, and aligned to business objectives.

UAT Governance & Execution

• Oversee end to end User Acceptance Testing (UAT), including planning, test scenario development, coordination of testers, defect management, and sign off.
• Ensure delivery of high-quality, fully validated solutions that meet operational needs.

Digital Project & Change Delivery

• Lead big-scale transformation initiatives involving system changes, workflow automation, and process improvements.
• Manage project timelines, risks, resources, and stakeholder expectations to ensure successful delivery.

Process Improvement & Standardisation

• Analyse existing operational processes, identify inefficiencies, and propose improvements to enhance efficiency, accuracy, and scalability.
• Drive process harmonisation across channels to ensure consistency and a unified operating model.

Stakeholder Engagement & Collaboration

• Work closely with Operations teams, Product, IT, vendors, and other stakeholders to ensure smooth coordination and issue resolution.
• Act as the key liaison between Operations and Digital/Technology teams.

Operational Problem-Solving

• Support resolution of production issues by providing analysis, clarifying requirements, and coordinating digital fixes.
• Ensure sustainable solutions that prevent repeat incidents.

Transformation Leadership

• Contribute to the Operations Transformation roadmap, introducing digital opportunities and process innovations.
• Provide thought leadership, coaching, and guidance to team members and stakeholders.

Change Management Leadership

• Act as a change champion to strengthen readiness for operational transformation.
• Partner with HR, Communications, and Business Leads to deliver change interventions and support business transition.
• Develop materials such as change impact assessments, communications, SOP updates, and training content.

Minimum Job Requirements:

• Bachelor’s degree in Business, Operations Management, Information Systems, or a related field; a Master’s degree or professional certifications such as PMP or Lean Six Sigma are an added advantage.

• 8–10 years of experience in Operations, Digital Transformation, Process Improvement, or related functions.

• Proven experience managing system enhancements, preparing user requirements, and working closely with IT/digital teams.

• Strong background in User Acceptance Testing (UAT), including defect tracking and defect resolution.

• Demonstrated ability to lead small to mid‑scale projects from planning through execution.

• Experience in process optimisation, workflow redesign, or automation initiatives.

• Strong analytical and problem‑solving skills, including business process mapping.

• Solid project management capabilities: planning, stakeholder engagement, and risk management.

• Excellent communication skills with the ability to translate business needs into clear system requirements.

• Familiarity with digital tools, workflow systems, and operational platforms.

• Ability to work cross‑functionally and influence stakeholders without direct authority.

• Strong attention to detail and the ability to manage multiple tasks simultaneously.

• Able to work effectively in a fast‑paced environment with shifting priorities.

• Possesses a continuous improvement mindset and a strong drive for operational excellence.

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.