Job Description

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

The role is responsible for managing the end-to-end lifecycle of agent codes within Partnership Distribution (PD), ensuring operational excellence, compliance, and accuracy. The incumbent will also play a critical role in governance, risk management, business continuity, and digital transformation initiatives, acting as a Subject Matter Expert (SME) to streamline and strengthen PD processes.

WHAT YOU’LL BE DOING

1. Agent Code Lifecycle Management

• Manage the full lifecycle of agent codes, including creation, maintenance, servicing changes, and termination, ensuring all activities are completed accurately and within defined service timelines.

• Ensure adherence to internal controls, regulatory requirements, and audit standards in all agent-related transactions.

• Investigate and resolve discrepancies or issues related to agent code records in a timely manner.

• Maintain high data integrity across all systems and records associated with agent management.

2. Digital Transformation & Process Improvement

• Represent PD as the Subject Matter Expert (SME) in Technology Division (TD)-led digital transformation initiatives.

• Collaborate with cross-functional teams to streamline, standardize, and automate agent code creation and termination workflows.

• Identify process gaps and inefficiencies and propose innovative digital or operational solutions.

• Support user acceptance testing (UAT), process documentation, and change management activities for new system implementations.

3. End-to-End Complaint Management

• Oversee and manage the end-to-end complaint lifecycle, including intake, tracking, investigation, resolution, and closure.

• Ensure all complaints are handled in accordance with regulatory requirements and internal service standards.

• Monitor complaint trends, identify root causes, and recommend corrective and preventive actions.

• Prepare and deliver timely and accurate complaint reports to management, highlighting key insights, risk indicators, and areas for improvement.

• Collaborate with stakeholders to drive resolution of complex or escalated complaints and enhance customer experience.

4. Business Continuity Management (BCM)

• Serve as the PD Business Continuity Champion, ensuring compliance with regulatory and industry standards.

• Maintain and oversee the PD BCM framework, including:

  • Up-to-date Business Impact Analyses (BIA)

  • Risk assessments for all critical business functions

• Coordinate BCM exercises, awareness initiatives, and periodic reviews to ensure readiness and resilience.

• Act as the key liaison during business continuity events or audits.

5. Governance, Risk & Compliance

• Ensure all PD Standard Operating Procedures (SOPs) are:

  • Regularly reviewed

  • Updated in a timely manner

  • Communicated effectively to stakeholders

• Establish mechanisms and controls to enforce SOP compliance across day-to-day operations.

• Maintain a comprehensive and up-to-date register of:

  • SOPs

  • Deviations and exceptions

  • Audit findings

  • Non-compliance incidents

• Prepare and deliver timely PD Risk Reports for management review and oversight.

• Support internal and external audits, ensuring prompt resolution of findings.

6. SOP Development & Compliance Monitoring

• Develop and implement robust SOPs for the Governance function.

• Introduce structured and periodic SOP compliance checklists across all PD departments.

• Drive continuous improvement in SOP adherence through monitoring, reporting, and stakeholder engagement.

• Provide guidance and training to teams on SOP requirements and governance standards.

WHAT WE ARE LOOKING FOR:

• Bachelor’s degree in Business, Finance, Operations Management, or a related discipline.

• Minimum 5–8 years of relevant experience in operations, governance, or insurance/financial services industry.

• Experience in agent management, complaint handling, or distribution operations is preferred.

• Strong understanding of risk management, compliance frameworks, and BCM and complaint management practices.

• Strong analytical and problem-solving skills

• Attention to detail with high standards of accuracy

• Strong stakeholder management and communication skills

• Process improvement and digital transformation mindset

• Ability to work independently and manage multiple priorities

• Strong governance and compliance orientation

• Experience with workflow automation tools and system implementation projects

• Knowledge of regulatory requirements in financial services or insurance sector

• Familiarity with audit processes and risk reporting frameworks

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.