Senior Manager - Service Excellence (Policy Services)
Core
Lead Service Operations Excellence for Group Operations, optimizing Policy Owner Servicing (POS) processes and driving automation/digital adoption across Business Units.
Role type
Senior Manager, Service Operations Strategy & Optimization
Builds
Optimized servicing processes, automated workflows, and strategic service initiatives for AIA's life insurance business.
Domain
Life Insurance / Operations Management
Required skills
Strategic planning, process optimization, project management, data analytics, Gen AI/Agentic AI implementation, stakeholder management, audit review
Preferred skills
Life insurance industry experience, consultancy background, leadership, customer-centricity
Technologies
Gen AI, Agentic AI, STP, TAT, e-Submission tracking tools
Responsibilities
Provide governance on Group Operations strategy execution, track service metrics (STP, TAT, e-Submission), lead strategic planning and target setting, conduct BU operations diagnostics, drive Gen AI use cases, report system performance impact, maintain servicing standards, review audit reports.
Seniority
Senior Manager, strategic leadership & execution