Insurance Operations Associate

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

To support the effective administration of policyowner services by accurately and efficiently processing policy benefits and maturities transactions within established turnaround times and service level targets. The role ensures seamless coordination with stakeholders, adherence to risk and compliance requirements, and the delivery of high-quality customer service through timely request handling, reporting, and issue resolution.

Roles and Responsibilities:

• Process assigned customer requests within the agreed turnaround time (TAT).
• Manage policy changes, billing and collections, and policy benefits and maturities requests/adjustments in a timely manner.
• Collaborate with stakeholders and partners to ensure seamless and efficient execution of policy owner administration activities.
• Support the handling of all assigned request within approved authority limits, ensuring achievement of SLA targets for key KPIs.
• Assist in preparing transactional reports to management and/or relevant stakeholders on time (e.g., suspense reports).
• Provide assistance in documenting policies and procedures for trainers and subject matter experts, as applicable.
• Monitor assigned transactions for compliance with established risk and control requirements; escalate inconsistencies and issues to the responsible group and/or direct manager/head.
• Participate in projects/initiatives as a resource, if needed.
• Participate in walkthroughs with internal and external auditors on the effectiveness of the team’s existing controls, as required.
• Perform additional responsibilities and duties as assigned by the Team Lead/Manager or BU Head to meet operational and/or other requirements.

Minimum Job Requirements:

• Education: Candidate must possess at least a Bachelor's/College Degree any field.
• Experience: Minimum 1+ year of experience supporting insurance operations
• Knowledge:
• Background in insurance and banking / financial industry is a plus.
• Proficient knowledge/ability with Microsoft Office applications.
• For Internal Applicants: Working knowledge on the various systems of the Company with basic grasp of products issued by the company, and able to apply this knowledge in policy benefits handling.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Good research, analytical skills with high attention to detail and accuracy
• Ability to coordinate completion of multiple tasks and meet established turnaround time.
• Ability to handle fast paced, high demand, environment while balancing multiple priorities.
• Growth Mindset: Growth Mindset is the personal belief that skills and abilities can be developed through dedication and hard work. A growth mindset is viewing setbacks and failures as building blocks, feedback, and insight for future success.
• Must be flexible with scheduling including shifts, holidays, and/or weekends if applicable.

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.