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 To oversee day-to-day operations, provide on-the-ground insights to facilitate planning processes and support initiative execution with detailed plans and progress tracking in OSS POS function.
Roles and Responsibilities: Strategic Planning & Performance Evaluation (20%)
- Develop strategic initiatives with roadmap and workplans for POS function (e.g. policy servicing & retention, service-to-sales)
- Keep abreast of all major development relating to products & services offered and other significant changes in the market
- Communicate with POS function on the strategy, budget and required support for execution & Track progress based on agreed metrics and evaluate results of POS initiatives
- Define quantitative & qualitative metrics, corresponding threshold/ target and weight for performance evaluation
- Create/ update scorecard based on updated metrics and track defined metrics & performance of POS function
- Monitor and manage people resources to effectively support the achievement of company KPI on corporate business
- Conduct semi-annual performance review and monthly review on individual KPIs and provide feedback for POS function
- Provide consolidated client and intermediary feedbacks to CLO to ensure appropriate co-ordination is undertaken and resources allocated to meet customer requirements
- Identify under-/ high-performers and keep high-level tracking on career development of talents
- Determine appropriate rewards and recognition to POS function and communicate rewards and recognition to relevant members
Digitalization Planning & Execution (20%)
- Develop digitalization strategies based on HK strategic plan and on-the-ground insights from POS function
- Detail out and communicate relevant digitalization initiatives with timeline, roadmap, budget and targets with POS function
- Drive deeper technology adoption, scale and implement operational changes in response to evolving business/ market/ customer needs
- Liaise with TDA on resource needed for POS digitalization initiative execution
- Track overall progress and key metrics defined for all POS digitalization initiatives
Resource Management (20%)
- Perform demand forecast for POS function
- Work with QMBD to approve resource plan (e.g. headcount) for POS function based on budget
- Review and approve proposed actions & contingency plans on resource mobilization issues in POS function
- Review effectiveness of demand forecast & resource allocation mechanism in POS function
Customer-centric Service Delivery (20%)
- Communicate SLA expectations, and evaluate daily operation efficiency for OSS POS function
- Collaborate with parties across line of business to provide best-in-class services to customers
- Ensure operating procedures, practices, reporting and controls comply with all regulatory requirements
- Ensure process alignment and efficiency with overall Life Operations and integrate seamlessly across processes
- Monitor operation performances against strategic targets (e.g. VONB, OPAT, Excess EV Growth), and review operational & servicing targets for continuous improvement
- Implement strategy for effective cost management
- Provide inputs on operational issue resolution, identify and collaborate with relevant parties to resolve roadblocks in OSS POS function
- Perform any other duties & projects assigned
- Identify non-TDA operational improvement areas in POS function
- Review, prioritize and approve initiative outcome, timeline, roadmap and budget for execution
- Oversee initiative execution progress, measure initiative outcomes, and provide inputs to resolve roadblocks
- Conduct regular reports to HK CLO on initiative outcomes
Strategic Workforce Planning, Hiring, Talent Development & Management (20%)
- Design talent strategy and define required capabilities/ critical roles within POS function
- Design optimal org structure & no. of employees, and forecast future supply of capabilities for POS function
- Perform capability gap analysis and translate gap into roles/ headcount needed for the function in future state
- Define measures & action plans to address shortfall/ surpluses within the function (e.g. training, outsourcing)
- Design recruitment strategy and select optimal sourcing channels for target roles for the function
- Provide inputs on high-potential candidates for senior hiring
- Conduct final round interviews for senior hires and sign-off on new senior hire list for the function
- Define and sign-off on required knowledge/ skillset and competency model for POS function
- Carry out gap analysis of employees' JDs and performance evaluation to identify missing competencies
- Provide inputs on technical/ cross-training content and train the trainers in OSS when needed
- Track progress and assess effectiveness of technical/ cross-training execution in POS function
- Manage employee satisfaction level and attrition of POS function
- Identify and nurture potential successors
Minimum Job Requirements: Education
- Bachelor's Degree in any disciplines
- LOMA: Associate, Life Management Institute (ALMI), Associate, Customer Service (ACS), Fellow, Life Management Institute (FLMI)
Experience
- 15 or more years of experience in insurance operations
- 15 or more years supervisory and management experience
- Flexibility to change course based on business needs and environmental conditions
- Proven ability to multi-task in a fast-paced environment and manage diverse priorities
Special skills
- Strong knowledge of insurance operations, shared service operation & etc
- Good knowledge of budgeting and forecasting
- Good knowledge of Microsoft Excel, Power Point and Word
Others - Strong leadership and management skills
- Excellent interpersonal and communications skills
- Strong interpersonal and communication skills
- Excellent leadership and people management skills in managing a large and diverse team. Result-oriented, aggressive, and innovative
- Proactive in problem solving in a fast-moving industry
- Experience in project management is an advantage
- Demonstrated sophisticated analytic capacity and business thinking
- 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.
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