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

• Deliver an enhanced High-Net Worth post sales experience by establishing a dedicated HNW POS team.
• Provide end to end ownership of HNW POS cases to ensure SLA adherence, regulatory compliance, and consistent client and broker experience, acting as the single point of accountability for large, complex, and high-risk cases, while supporting the company’s objectives on service quality, governance, and risk-based servicing approach.

Responsibilities:

Volume and Complexity Growth

The HNW POS scope has expanded significantly beyond its original design. What started as a PD‑logged HNW workflow now covers 20 designated HNW brokers and is expected to extend further to additional HNW brokers and the Agency HNW business. This expansion materially increases case volume, complexity, and risk exposure.

Without dedicated HNW resources:

• HNW cases risk being processed under standard POS routing
• SLA delivery becomes inconsistent
• Compliance and audit risks increase due to fragmented case ownership
• Broker and Agency servicing experience diverges for similar HNW profiles

Monitoring & Reporting

• Maintain a centralized HNW POS control tracker that monitors case types and risk categories, turnaround time (TAT) start and end points, pending reason codes, and actual completion performance against SLA targets
• Produce monthly HNW POS performance dashboards for management reporting and HNW key broker reviews
• Maintain a single consolidated view of Broker‑initiated HNW cases and Agency HNW cases

Control & Governance

• Enforce consistent TAT measurement logic (POSA receipt to PES completion) to address broker perception gaps
• Identify systemic delay drivers, including recurrent pending reasons, compliance bottlenecks, system limitations requiring OT intervention
• Support audit, compliance, and regulatory enquiries with clear audit trails and defensible case evidence

Standards & Enablement

• Drive alignment with PD and brokers by updating POS manuals
• Clarifying documentation standards and acceptance criteria
• Support training to ensure HNW POS handling is repeatable, auditable, and resilient to staff turnover

Other responsibilities

• Perform other responsibilities and duties periodically assigned by the senior leader to meet business requirements

Requirements:

• University / College graduate with minimum 5 years’ experience in managing similar job natures, HNW or POS is preferred
• Strong expertise in High-Net Worth POS Processing including the complex corporation case/ Trust case handling/ Policy Assignment
• 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
• Good understanding of regulatory and compliance requirements related to fund operations
• Strong customer-centric mindset, with commitment to understanding customer needs and delivering reliable, high-quality outcomes
• Effective stakeholder collaboration, with the ability to work across cross-functional teams and manage internal and external parties
• Strong analytical thinking and problem-solving capability, with ability to identify root causes and implement practical solution
• 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.

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