At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we're now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on.

About the Role

Leads and delivers Operations Transformation initiatives, including digitalisation and process optimisation, by partnering with stakeholders and leveraging technology solutions, in order to improve operational efficiency, ensure regulatory compliance, and enhance customer experience.

This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey-both directly and indirectly.

Roles and Responsibilities:

Insurance operation support, transformation and digitalization/Applications projects:

• Leads end-to-end project execution by managing timelines, coordinating cross-functional teams and monitoring progress, in order to ensure timely delivery of transformation initiatives with improved operational efficiency and customer experience (25%)

• Engages end users to gather and analyze business requirements, define user stories and acceptance criteria, and support end-to-end delivery including requirement analysis, UAT coordination and post-launch stabilisation, in order to ensure accurate solution design and smooth implementation of transformation initiatives (20%)

• Enables AI-driven workflows, process automation and technology adoption by leveraging strong analytical capability and specifying detailed business requirements in collaboration with IT teams, in order to drive simplification, improve operational efficiency and enhance customer experience (20%)

• Supports senior management in planning departmental initiatives by identifying risks, allocating resources and defining deliverables, in order to ensure structured execution and alignment with transformation roadmap (15%)

• Collaborates with stakeholders, developers and offshore teams using agile practices, in order to drive alignment, resolve issues efficiently and promote knowledge sharing across teams (10%)

• Leads and coaches project team members by providing guidance, sharing subject matter expertise and conducting training sessions, in order to strengthen team capability and ensure consistent delivery standards (10%)

Minimum Job Requirements:

• University degree holder with a minimum of 7 years of relevant experience in life insurance operations
• Strong domain knowledge in life insurance operations (individual and group), including regulatory compliance requirements
• Proven competency in business analysis (requirement gathering, user stories, UAT coordination, end-to-end delivery)
• Experience in digital transformation, process optimization and automation / AI-enabled solutions
• Ability to manage end-to-end project delivery using structured or agile methodologies across cross-functional teams
• Strong stakeholder management and influencing skills to drive alignment across business, IT, and external partners
• Analytical and problem-solving mindset with attention to detail and ability to translate business needs into solutions
• Proactive ownership with accountability for delivery, outcomes, and continuous improvement
• Effective communication skills with the ability to articulate complex ideas clearly to both technical and non-technical stakeholders
• Consistently demonstrates customer centricity by understanding customer needs and driving solutions that enhance end-to-end customer experience and operational effectiveness
• Excellent command of spoken and written English and Chinese (Cantonese and Mandarin)

Others:

• You are required to obtain the relevant license(s) if your 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.