Associate Director, Operations & CX Transformation

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

About the Role

Operations transformation consists of a few key aspects and the Associate Director, Life Ops Management will partner the Director, Life Ops Transformation in 2 areas, namely: Fruitful Engagement and Future Proofing LO.

The role will create timely & sustainable value and deliver operational efficiency and compliance assurance (including in OSS Life Ops teams) across Singapore and Brunei. This leads to AIA SG maintaining NPS #1 and ensuring Life Ops is future ready and stays relevant to market needs.

Responsibilities:

LO Transformation

• Partnerswiththe Director, Life Ops Transformation to ideate, test and define the Life Operationsstrategicagendainalignmentwithenterprisetransformation and customer experience priorities the scope of which covers different customer segments, product suites and insurance life stages.

• Thisrole supports the Director Life Ops Transformation to act as astrategic creator and integratorwithin and outside LifeOperations.

• Lead or cause to happen, the synthesizing of data and information, consulting with and ideating from real world use cases with/without Group Transformation Office and Group Innovation Office to evolve the customer and agent journeys in AIA SG to stay relevant to market needs and to stay ahead of competitors in SG.

OperationalExcellence&RiskGovernance

• Overseeoperationalriskgovernance,processstandardisation,and compliance with Group and MAS requirements.

• Strengthen operational resilience, data accuracy, and service quality throughcontinuousreviewofworkflow,systemintegration,andcustomer touchpoints.

• Influencedivisionalresourceplanning,productivitybenchmarks,andcost efficiency through data analytics and insights.

Cross-FunctionalStakeholderEngagement

• Lead structuredengagement sessionswith Distribution (TiedAgency, FA, Partnership)toco-createsolutionsenhancingcustomerexperience,service turnaround, and digital enablement.

• CollaboratewithGroupandlocalstakeholderstoidentifyandimplement best practices in operational innovation.

• Achieve strong commitment to shared outcomes and achieve reduced adoption curve of new journeys, touch points, applications etc.

PeopleLeadership&Mentoring

• Actasamentorandrolemodeltohigh-potentialemployees,building leadership capability and succession pipeline within Life Operations.

• Foster a culture of innovation, collaboration, and accountability that supportsAIA'slong-termoperationalexcellenceandtransformationagenda.

• ChampionTDAinitiativesrelatedtodigitaladoption,dataanalytics,and operational innovation.

Requirements:

• Bachelor's degree in Business, Finance, or related field.

• Minimum 10 years experience in Life Insurance Operations or Strategic Management, with proven success in driving transformation or efficiency programs.

• Strong understanding of life insurance operations, regulatory environment, and cost management levers.

• Proficiency in analytics and digital transformation tools.

• Excellent communication, stakeholder management, and project leadership skills.

• Strategic thinker with strong commercial acumen and change management capability.

• Proven ability to influence senior leaders and cross-functional teams.

• High ethical standards, professional integrity, and results-oriented mindset.

• Commitment to developing talent and fostering innovation