Bring your career aspirations to life with AIA!

The primary objective of this role is to manage and lead the QA team and Knowledge Management team. This role it so oversees the Quality of the team, ensuring quality consistency with good collaboration and synergy with Ops team. Also, this role provides guidance to Knowledge Management team in ensuring great partnership and support provided to all teams, includes but not limited to trainings, SOPs updates, being the SME to the team members and the need to support processing where required. The role is also required to work closely with Business Partners to drive and execute strategic initiatives, which contribute to both quality and efficiency.

Core Responsibilities:

Operations and Business Processes (QA)

• Responsible for the operational execution of the QA processes, including service levels, error rates, customer satisfaction, and capacity planning.
• Analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
• Deliver timely and accurate production and management reports.
• Review business analysis statistic and provide leadership in the decision making on required actions.
• Drive and execute process improvement projects.

Knowledge Management (KM)

• Responsible to oversee all SOPs are updated.
• To ensure KM team are equipped to support Operation teams including and not limited to

New migrations System migration/system enhancement/Robotic Process automation opportunities Provide onboarding and training support Change management Processing support Quality analysis

Compliance

• Quarterly self-audit process to assure 100% and timely compliance.
• Develop and implement action plans based on audit recommendations and findings.
• Adherence to all internal and external compliance standards, including implementation of new standards.

People

• Talent and leadership retention and succession.
• Employee engagement.

Performs other responsibilities and duties periodically assigned by supervisor to meet reasonable operational and/or other requirements

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.