Create connections that move people and business forward.
At AIA, your customer insight, commercial expertise and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and turn insight into engaging experiences, trusted relationships and sustainable growth for our customers and communities.
Join us to shape how people engage with health, wellbeing and protection, grow through new experiences and extend your impact across Asia.
About the Role
Lead the wellness centre operation design and management, ensure alignment with proposition principles, and deliver cohesive, industry-leading customer experiences
Roles and Responsibilities:
Target operation model design
Take ownership and accountability to lead for Ops model innovation, design and implementation
Prioritize and complete improvement opportunities with cross functions, ensuring alignment with key business objectives.
Develop and implement action plans to address any performance gaps and to ensure KPIs are met.
Analyze financial data to identify trends and opportunities for business growth
Champion business-wide ops model transformation and change management initiatives. Provide strategic directions to optimize resources and enhance customer experience.
Operation Management
Optimize operating model, capacity planning and partnerships with third-party service providers to enhance productivity and customer experience including:
Conduct audits and review overall services delivery received by prospective customers and channels through the centre governance mechanism;
Evaluate the effectiveness of operating procedures and controls. Identify gaps and risks, and mandate corrective actions by Service Provider.
Investigate escalated issues, non-compliance and complaints. Analyze root causes and review with senior management. Issue follow up actions to Service Provider for resolution;
Centre’s traffic is effectively controlled based on the booking system and operational program.
Review and approve major operational policies, processes, technologies or partnerships proposed by the Service Provider.
Review Service Partner’s workflow as well as operating systems regularly to ensure effectiveness in daily operations.
Propose advisory and consultation and align the resolution with Service Provider in relation to technical or complex operational issues.
Give appropriate advices or approval on customer /channel requests in relation to policy matters with reference to applicable guidelines.
Propose mitigation plan in the event of unacceptable performance or breaches to contractual obligations based on the governance mechanism.
Quality Assurance
Ensure service quality with continuous improvement.
Ensure Service Provider(s) accountability to follow designated workflow for service delivery by taking consistency, alignment and flexibility to accommodate HNW customer’s needs and escalate to Operation Committee for dispute resolution.
Make market intelligence and benchmarking to ensure our services are competitive in the market.
Collect customer/channel feedback and take improvement actions where necessary.
Review service manuals/guidelines regularly. Revamp guidelines to raise operating efficiency and standards.
Analyze the data collected and identify areas for improvement.
Define service quality standards and KPIs mapping with Company and Service Partner management team. Continuously monitor performance against targets and implement improvement plans to address gaps.
Lead and drive audits and risk assessments to identify non-compliance and areas for enhancement. Ensure prudent mitigation measures developed by the Service Partner to strengthen control and governance.
Stakeholder Management
Manage the relationship and interact in courteous and professional manner with internal and external working partners (including HNW channels) to ensure…