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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

This role is ideal for an individual with strong operational expertise, particularly in suspense management, payment processing, and compliance oversight – who is passionate about continuous improvement and driving operational excellence.
The successful candidate will demonstrate strong technical competence, sound judgment, and the ability to balance strategic thinking with meticulous operational execution. This position also requires effective leadership, cross-functional collaboration, and the ability to develop and mentor team members.

1. Operational Leadership & Decision-Making

• Lead, guide, and develop a high-performing operations team through structured coaching, mentoring, and performance enablement.
• Provide training and knowledge-sharing sessions to uplift team capability and strengthen technical competencies in operational processes and suspense management.
• Exercise sound judgment to independently resolve day‑to‑day operational issues, escalations, and decision points.
• Foster a strong culture of accountability, continuous improvement, and customer-centric service delivery.
• Partner closely with cross‑functional stakeholders (Finance, Compliance, IT, Customer Service, Product, etc.) to ensure smooth execution of end‑to‑end operational workflows.
• Support management in planning, resource allocation, and workflow prioritisation to ensure timely completion of business‑as‑usual (BAU) activities.

2. Operations – Daily BAU Management

• Oversee suspense account management with strong technical proficiency, ensuring accurate identification, allocation, and timely clearance of outstanding items.
• Ensure the accuracy and completeness of all incoming and outgoing payment processing, adhering strictly to regulatory, compliance, and company policies.
• Enforce AML/CFT standards for payment-related activities, including screening, red-flag identification, escalation procedures, and documentation.
• Review and approve daily operational transactions, ensuring appropriate controls and validations are in place.
• Coordinate with internal functions to investigate and resolve payment discrepancies, premium mismatches, or unallocated funds.
• Ensure smooth execution of billing, premium collection, refunds, adjustments, and related operational tasks.

3. Reporting, Data Analysis & Monitoring

• Maintain comprehensive and accurate operational records, ensuring readiness for audit review, regulatory inspection, and internal reporting requirements.
• Prepare detailed reports such as:

• Suspense clearance trends and ageing analysis
• Daily/weekly/monthly payment processing reports
• Operational KPI dashboards and exception summaries

• Conduct deep data analysis to identify process gaps, inefficiencies, and areas for optimisation.
• Monitor key performance indicators (SLAs, turnaround times, accuracy rates) to ensure operational excellence and improve service delivery.
• Provide analytical findings and insights to management to support decision-making and strategic planning.

4. Process Improvement, Governance & Documentation

• Review, enhance, and maintain Standard Operating Procedures (SOPs), ensuring alignment with best practices, regulatory requirements, and operational controls.
• Design, refine, and document end‑to‑end workflow diagrams and process maps to provide clear visibility of workstreams, dependencies, and bottlenecks.
• Lead and participate in continuous improvement initiatives, including process reengineering, risk mitigation, and internal control strengthening.
• Partner with IT, Finance, and relevant departments to explore process automation, system enhancements, and digital solutions that reduce manual effort and improve accuracy.
• Contribute to projects involving system upgrades, process transformation, or new product launches from an operational standpoint.

Minimum Requirements

• Minimum 7 years of experience in insurance operations, billing & collection, suspense management or related operational functions.
• Strong technical knowledge in suspense management, reconciliations, and payment processing controls.
• Proven ability to work independently, make sound operational decisions, and manage time effectively.
• Demonstrated passion for operational excellence, process optimisation, and continuous improvement. Exceptional attention to detail with the ability to connect operational details to broader business impacts.
• Strong stakeholder management skills with the ability to collaborate cross‑functionally. Experience training, guiding, or mentoring team members.
• High proficiency in Microsoft Excel, PowerPoint, and Word for analysis, reporting, and documentation.
• Strong written and verbal communication skills with the ability to present information effectively.
• Familiarity with AML/CFT standards, payment compliance, and audit or regulatory requirements is a strong advantage.

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.