Assistant Manager - Policy Member Maintenance (HK Market - Mandarin Speaking)

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

Sound like you Then read on.

About the Role

1. Be a subject matter expert (SME) in Corporate Solutions Policy and Member Maintenance, responsible for accurate end-to-end processing of New Business and Renewal activities
2. Driving process improvements, ensuring data integrity, and supporting knowledge sharing and capability development within the team for Hong Kong business operations.

Core Responsibilities

• Oversee end-to-end processing of New Business, Renewal, and member maintenance activities to ensure service delivery meets defined turnaround time (TAT), quality, and productivity standards.
• Ensure compliance with standard operating procedures (SOPs), regulatory requirements, and internal controls.
• Monitor daily operations, manage workload distribution, and ensure optimal resource utilization.
• Manage escalations, complex cases, and exceptions, ensuring timely resolution with minimal operational impact.
• Ensure service levels and KPIs are consistently met or exceeded.

2) Team Leadership & People Management

• Lead, coach, and develop a team of Specialists, Senior Associates, and Associates.
• Set clear performance expectations and conduct regular performance reviews, feedback sessions, and coaching.
• Identify training needs and drive capability development to strengthen team competency.
• Foster a positive, collaborative, and high-performance team culture.
• Manage team attendance, discipline, and workforce planning to ensure operational stability.

3) Process Improvement & Governance

• Drive continuous improvement initiatives to enhance efficiency, quality, and turnaround time across PMM processes.
• Review and strengthen operational controls, procedures, and documentation to ensure consistency and compliance.
• Analyze operational data and trends to identify risks, inefficiencies, and improvement opportunities.
• Lead or support system enhancements, automation initiatives, and transformation projects.
• Ensure audit readiness and compliance with internal and external requirements.

4) Stakeholder & Client Management

• Act as a key point of contact for Hong Kong business stakeholders, servicing teams, and internal partners.
• Manage escalations and maintain strong working relationships with stakeholders to ensure service satisfaction.
• Participate in regular service reviews, reporting, and discussions on operational performance and improvements.
• Ensure timely and effective communication of issues, updates, and resolutions.

5) Other Responsibilities

• Support strategic initiatives, ad hoc projects, and business requirements as assigned by Senior Manager.
• Contribute to departmental planning and continuous improvement programs.

Job Requirements:

• Possess a recognized Bachelor's Degree or higher, preferably with professional qualifications in Insurance or Finance.

• Relevant experience in group insurance or life insurance operations will be an added advantage.

• Demonstrates strong attention to detail, sound judgment, and a customer‑centric mindset.

• At least 5 to 7 years in related field.

• Experience in leading a team.

• Able to perform effectively under pressure, manage priorities independently, and deliver outcomes with minimal supervision.

• A collaborative team player with strong communication and interpersonal skills.

• Exhibits solid time management and organizational capabilities to meet operational demands.

• Willing and able to work extended hours, including weekends and public holidays, as business needs require.

• Able to operate in a desk‑bound environment, rotational shift arrangements (including weekends), and overtime beyond standard office hours.

• This role is required to align with the Hong Kong working calendar.

• This role is required to work in IOI City Mall, Tower 1, Putrajaya.

Specialized Skills

• Strong proficiency in written and spoken English and Chinese

• Ability to read and write Traditional Chinese is preferred.

• Advanced proficiency in MS Office applications, especially Excel (Pivot Table, VlookUp, XlookUp).