Head of Corporate & Member Experience
Head of Corporate & Member ExperienceApply locations Kuala Lumpur, MY-AIA Malaysia time type Full time posted on Posted 2 Days Ago job requisition id JR-53726
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.
And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.
And to get there, we need leaders with the courage, clarity and humanity to inspire, guide and support their teams to thrive every day - in the work they do and the life they live.
Our leaders always have and will play a vital part in our journey to help more people live Healthier, Longer, Better Lives, build healthier societies and cultivate healthier environments that better everyone.
If you sound like that leader, read on.
About the Role
Manage the operations of Corporate Solutions (CS) for policy and member onboarding of employee benefits, and group & individual voluntary solutions portfolio to ensure the established productivity and quality of the operations are met and that the level of service delivered by the team contributes to the overall divisional & company business goals, profitability, and growth objectives.
Drive change, implement automation solutions, and encourage cross-functional collaboration on Corporate Solutions' projects/initiatives to support business, regulatory and compliance needs.
Align with management on strategy to plan, drive, and execute in support of business goals by building high performing team and upholding high standards on risk and compliance on company's policies and regulatory requirements.
Roles and Responsibilities:
Strategic Planning and ExecutionCollaborate with management to develop, drive, and execute strategies that align with business goals.
Ensure adherence to high performance, risk, and compliance standards.Team Leadership and DevelopmentDefine and manage team KPIs, aligning them with department and business objectives.
Foster a collaborative, supportive, and high-performing team environment.
Provide training, career development opportunities, and performance guidance to enhance team competencies and engagement.Process Optimization and Operational EfficiencyLead initiatives to optimize operational processes, reduce waste, and improve productivity.
Manage general operating expenses (GOE) to avoid overspending and achieve cost efficiency.Cross-Functional CollaborationDrive and encourage partnerships across divisions to support shared goals and resource optimization.Risk and Compliance OversightEstablish and maintain high standards for risk management and compliance to ensure alignment with company policies and regulatory requirements.Performance Monitoring and Continuous ImprovementOversee operations with a focus on continuous improvement, service quality, and meeting key performance indicators.
Address critical operational areas such as: Customer experience (CMX) operations, Service levels and accuracy, Productivity and task prioritization, and Compliance.Minimum Job Requirements:
Possess a tertiary qualification preferably in Insurance, Medical, Science or related field of study.
10 years working experience in the insurance industry, especially in operations.
7 years working experience in a supervisory or leadership role.
Knowledge of the insurance business and operations is preferred.
This may include: insurance business, group and individual products, medical and non-medical underwriting, claim management, and basic reinsurance principles.
Proficient in Microsoft Office applications.
Strong people management skills, such as ability to engage, coach and motivate staff, manage change.
Inclusive and collaborative experience - to drive teamwork and cross-team alignment.
Result driven, self-motivated and ability to work in a stressful and challenging environment.
Strong planning and organizing skills.
Possess excellent analytical, problem solving, conflict resolution and decision-making skills.
Possess high level of integrity and initiative.
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
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