This role focuses on ensuring that the digital platforms used by both AIA staff and customers such as the Vitality member app and internal CRM systems run efficiently to support our customer living Healthier, Longer, Better Lives.
Responsibilities:
Customer Service & Workflow Enhancement
- To assist with UAT during the implementation of customer service-related systems.
- Work with stakeholders to pinpoint pain points in current workflows.
- Conduct calls to gather customer feedback on their satisfaction with the Vitality program.
- Provide UAT support for Vitality-related platforms, servicing portals, and reporting tools.
Gen AI Chat Bot & Documentation
- Provide support on Gen AI Chat Bot training and handle related documentation.
- Ensure all technical requirements for UAT are collated and clearly documented.
System Monitoring & Validation
- Monitor system incidents, defects, and data discrepancies.
- Perform validations and checks to ensure the accuracy of Vitality points, rewards, and member statuses.
Requirements:
- Diploma in Business, Information Systems, Operations, or related disciplines.
- Experience in system support, business analysis or operations support roles, preferably in insurance, financial services or health / wellness platforms.
- Understanding of end-to-end customer servicing processes, system workflows and data flows.
- Exposure to UAT/AI Training, defect management and system release cycles.
- Strong analytical and problem-solving skills with attention to detail.
- Strong stakeholder management and communication skills.
- Customer-centric mindset with the ability to balance service, control and efficiency.
- Ability to work independently in a fast-paced, change-oriented environment.
- Proactive, structured and improvement driven.
