- Location
- MY-Kuala Lumpur-Menara AIA, Malaysia
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Entry
- Experience
- 10+ years
- Source
- Workday
Description
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. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.
So if you believe in inspiring a better future, read on.
About the Role
To lead and drive end-to-end business support strategy, ensuring operational excellence, strong stakeholder management, and achievement of business targets across banca partnership sales channels.Roles & Responsibilities:
1. Leadership & Strategy
Provide strategic direction for Business Support functions across sales, operations, and servicing
Drive continuous improvement initiatives to enhance efficiency, turnaround time (TAT), and customer experience
Lead transformation, automation, and process optimization initiatives
Establish governance and ensure adherence to internal policies and regulatory standards
2. Business & Sales Support Oversight
Oversee end-to-end sales support operations ensuring smooth case processing and target achievement.
Ensure timely resolution of escalations, complaints, and operational issues
Monitor deferment, outstanding, and pending cases at a portfolio level
3. Stakeholder Management
Maintain strong relationships with Bank Partners and internal stakeholders
Represent Business Support in leadership forums and strategic discussions
Drive service excellence across customer and partner interactions
4. Performance & Reporting
Review business performance (VONB, productivity, service levels)
Provide insights and strategic recommendations to senior management
5. People Management
Lead, coach, and develop team leads
Drive a high-performance, customer-focused culture
Job Requirements:
Degree in Business / Finance or equivalent
10–15 years of experience in insurance / banca operations
Strong leadership, stakeholder management, and strategic thinking
#LI-DNI
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.
