Director, Corporate & Member Experience

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 (1) Manage the operations of Corporate Solutions (CS) for policy and member onboarding of employee benefits, and group & individual voluntary solutions portfolio to ensure the established productivity and quality of the operations are met and that the level of service delivered by the team contributes to the overall divisional & company business goals, profitability, and growth objectives.

(2) Drive change, implement automation solutions, and encourage cross-functional collaboration on Corporate Solutions’ projects/initiatives to support business, regulatory and compliance needs.

(3) Align with management on strategy to plan, drive, and execute in support of business goals by building high performing team and upholding high standards on risk and compliance on company’s policies and regulatory requirements Roles and Responsibilities: 1. Strategic Planning and Execution

• Collaborate with management to develop, drive, and execute strategies that align with business goals
• Ensure adherence to high performance, risk, and compliance standards

2. Team Leadership and Development

• Define and manage team KPIs, aligning them with department and business objectives
• Foster a collaborative, supportive, and high-performing team environment
• Provide training, career development opportunities, and performance guidance to enhance team competencies and engagement

3. Process Optimization and Operational Efficiency

• Lead initiatives to optimize operational processes, reduce waste, and improve productivity
• Manage general operating expenses (GOE) to avoid overspending and achieve cost efficiency

4. Cross-Functional Collaboration

• Drive and encourage partnerships across divisions to support shared goals and resource optimization

5. Risk and Compliance Oversight

• Establish and maintain high standards for risk management and compliance to ensure alignment with company policies and regulatory requirements

6. Performance Monitoring and Continuous Improvement

• Oversee operations with a focus on continuous improvement, service quality, and meeting key performance indicators
• Address critical operational areas such as: Customer experience (CMX) operations, Service levels and accuracy, Productivity and task prioritization, and Compliance

Minimum Job Requirements:

• Possess a tertiary qualification preferably in Insurance, Medical, Science or related field of study
• 10 years working experience in the insurance industry, especially in operations
• 7 years working experience in a supervisory or leadership role
• Knowledge of the insurance business and operations is preferred. This may include: insurance business, group and individual products, medical and non-medical underwriting, claim management, and basic reinsurance principles
• Proficient in Microsoft Office applications
• Strong people management skills, such as ability to engage, coach and motivate staff, manage change
• Inclusive and collaborative experience - to drive teamwork and cross-team alignment
• Result driven, self-motivated and ability to work in a stressful and challenging environment
• Strong planning and organizing skills
• Possess excellent analytical, problem solving, conflict resolution and decision-making skills
• Possess high level of integrity and initiative

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.