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

To ensure the successful implementation, optimization, and management of BlackRock Efront to support investment, risk, and operational objectives.

Incident Management As a BRS eFront Platform subject matter expert, you work closely with business units, BRS support, and Group support teams to identify the underlying causes of problems and ensure issues are resolved quickly and effectively in support of business goals. Oversee the entire issue resolution process from initiation through to closure.

The scope includes:

• Act as a liaison between business units and technical support teams, ensuring that both sides understand the nature and impact of the issues encountered. Your collaboration involves proactive communication, regular meetings, and thorough documentation so that stakeholders are kept informed throughout the resolution process.

• Managing the issue resolution process involves several stages: logging and categorizing issues; analyzing root causes; coordinating resources for troubleshooting; tracking progress and milestones; and ultimately validating and implementing solutions. You are responsible for maintaining clear timelines, updating relevant parties about status, and ensuring proper closure by documenting outcomes and lessons learned.

• To align issue resolution with business objectives, you must understand the strategic goals of each unit. This allows you to prioritize issues based on their effect on operations or client satisfaction and recommend solutions that not only fix immediate problems but also support long-term business growth.

• Brings efficiency and structure to complex situations, helping teams focus on impactful solutions while minimizing disruptions to business processes.

Change Management As a BRS eFront Platform subject matter expert, work closely with business units, BRS support, and Group support teams to find and apply solutions that advance business goals and enhance the eFront platform's capabilities.

The scope includes:

• Collaborating directly with diverse business units to identify their specific requirements related to the eFront platform, ensuring alignment with organizational objectives.

• Providing ongoing support to BRS users by troubleshooting technical issues, recommending process improvements, and facilitating platform training as needed.

• Engaging with Group support teams to coordinate cross-functional initiatives, optimize workflows, and ensure seamless integration between eFront and other enterprise systems.

• Conducting regular assessments of the platform’s performance, identifying opportunities for enhancement, and proactively implementing scalable solutions.

• Driving innovation by evaluating new features, technologies, or module integrations that could further strengthen eFront's functionality and user experience.

• Maintaining clear documentation of best practices, solution designs, and decision-making processes to support knowledge sharing across teams.

• Reporting progress, challenges, and achievements to leadership, ensuring transparency and continuous improvement in platform-related activities.

Performance Monitoring Monitor the performance of BRS support and Group support teams. Conduct monthly service reviews to identify areas where improvement is needed. E

• Establish a consistent process for monitoring both BRS support and Group support teams. This may include setting up key performance indicators (KPIs) such as response time, issue resolution rate, customer satisfaction scores, and ticket backlog status. Gather data through reporting tools or dashboards and review it weekly to spot trends, strengths, and potential challenges.

• Participate in monthly service review meetings involving representatives from both teams, key stakeholders, and relevant management. During these sessions, present performance data, discuss achievements, and collaboratively address any identified issues. Use this forum to highlight best practices, share constructive feedback, and formulate action plans for continued improvement.

• Ensure document decisions made during the review meeting and assign responsibilities to ensure accountability, then follow up on progress in subsequent reviews. This ongoing cycle encourages continuous enhancement of team performance and service quality.

Compliance and Standards Ensure that all solutions are developed and implemented in accordance with industry standards and regulatory requirements.

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.