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

• Provide day-to-day support for policy administration operations, ensuring accuracy, on-time execution, and compliance with internal guidelines and applicable regulatory requirements.
• Serve as a subject-matter resource for complex policy servicing matters, including complaint case analysis, system-adjustment reviews, and operational risk assessments.
• Support continuous improvement by contributing to process enhancements, digitalization initiatives, and cross-functional projects to strengthen POS operational efficiency and the customer experience.
• Assist with complaint investigations, regulatory correspondence, and other high-complexity cases requiring sound judgment and thorough documentation.

Responsibilities:

Policyowner Services Operations Oversight

• Handle daily complex POS transactions, service requests, documentation, and exception cases with high accuracy and professionalism.
• Monitor team productivity, TAT, service standards, and quality KPIs to support operation excellence.
• Oversee complex system adjustment cases, verify logic accuracy, and coordinate with supporting teams for timely rectification.
• Liaise with printing vendors and internal operations teams to ensure smooth execution of correspondence, cheque issuance, and delivery.

Complex Case Handling & Complaint Management Support

• Manage complex, non‑standard policy cases referred by the Complaint Team or LUSEB, including fact‑finding, scenario analysis, root‑cause investigation, and recommendation of remediation actions.
• Coordinate across functions (Compliance, Legal, Distribution, Operations Business Solutions) to prepare clear, well‑reasoned responses to customers, agents, and regulatory bodies.
• Support the execution and settlement of complex complaint cases, ensuring alignment with internal guidelines and regulatory expectations.
• Ensure proper documentation, audit readiness, and compliance throughout the complaint and escalation workflow.

Project Support & Operational Enhancement

• Participate in cross‑departmental meetings (Agency, Operation Transformation, IT, Compliance, Customer Service) to understand pain points and recommend operational improvements.
• Drive initiatives to streamline workflows, reduce pending volumes, and enhance customer/channel experience.
• Contribute to digitization projects, new product implementations, Day‑2 enhancements, GL regulatory requirement fulfilment, and POS system enhancement initiatives.
• Collaborate with relevant teams to ensure process changes are clearly documented, communicated, and properly embedded into BAU operations.

Administrative & Reporting Tasks

• Review, analyze, and follow up on exception and discrepancy reports.
• Prepare weekly and monthly operations and KPI reports for management review.
• Support month‑end closing activities and ensure all cases are completed within deadlines.

Other Responsibilities

• Any other duties or tasks assigned by supervisor to support business needs, including ad‑hoc investigations, special assignments, and operational risk mitigation.

Requirements:

• University / College graduate with minimum 5 years’ experience in managing similar job natures, HNW or POS is preferred.
• Strong expertise in POS Processing including the complex corporation case/ Trust case handling/ Policy Assignment
• Good understanding of regulatory and compliance requirements related to fund operations
• Solid knowledge of operations, controls, and reconciliation, ensuring accuracy, compliance, and audit readiness
• Proactive in problem solving and able to work multi-tasks effectively in a fast-moving industry
• Proven experience in process improvement, system enhancement, and workflow automation to drive operational efficiency
• Demonstrated analytic capacity and business thinking
• Relevant license(s) will be required if the 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.