Bring your career aspirations to life with AIA!

This position is mainly responsible for ensuring that all services provided by Partners from new business to policy owners services to claims settlement are properly defined with the corresponding service scope, expected output, costs and service levels to ensure that services to Customers are met in terms of time and quality standards.

• Develops, negotiates and secures Management sign-off of Service Agreements with Partners including the service scope, expected output, costs and service levels.

• Amends the Service Agreements as may be necessary due to changing business requirements.

• Ensures that services covered by the Service Agreements are measured and reported to BPLAC in a timely and regular manner following the agreed formats and supported by transaction details.

• Tracks reports on Service Errors/ Failures received from Partners, Customers and BSEs and ensures that these are closed and resolved with the proper corrective/ preventive action steps.

• Prepares and analyses reports on actual Service Level performance and Service Errors/ Failures,   raises gaps and issues to SSM Head and BPLAC Management, determines adequacy of measures taken by Partners and recommends proper course of action by SDM Head and BPLAC Management.

• Participates in the development of the approved services/ programs  together with other Operational units such as Customer Experience and Process and Systems Support  

• Gathers benchmarking information on services, initiates discussions with BPLAC Management and Partners and recommends action steps to SDM Head and BPLAC Management.

• Participates and assists the other Operational units such as Customer Experience and Process and Systems Support in developing programs/ initiatives to improve service delivery. 

MINIMUM JOB REQUIREMENTS

• Graduate of 4 or 5 year course in Business, Management, Communications

• At least 3 years of work experience in Service Operations in the insurance industry

• Adept in the use of Powerpoint and Excel

• Strong interpersonal and communication skills

• Other skills - Analytical, problem-solving

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.