Insurance Operations and Orphan Management Specialist

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About the Role

This position is responsible for leading Orphan Management operations, while providing support for projects and initiatives within the Policyowner Administration Office. The role also plays a key part in fostering collaboration and coordination with various departments across the organization.

Roles and Responsibilities:

• Ensure support to the organization's orphan policy portfolio to ensure effective servicing and customer retention.
• Collaborate with partners to monitor agent terminations and ensure orphan customers are appropriately assigned or transitioned to Head Office servicing.

• Partner with Agency Governance, Distribution, Marketing, and Customer Service teams to improve policy persistency and advisor reassignment rates.

• Participate in developing and implement initiatives that promote customer retention, re-engagement, and cross-selling opportunities for orphan customers.

• Collaborate with internal and external stakeholders to improve servicing models, customer journeys, and resolution processes.

• Ensure achievement of turnaround times (TATs), service level agreements (SLAs), quality standards, and operational KPIs and/or KRIs relating to orphan management.

• Manage and approve requests, exceptions, and escalations within delegated authority limits.

• Ensure timely and effective resolution of customer inquiries, after-sales concerns, escalations, and service-related issues.

• Own and maintain policies, procedures, operating guidelines, and process documentation.

• Promote knowledge sharing and operational best practices across the team and key stakeholders.

• Produce and/or present periodic reports for Orphan Management, including: Operational Performance Reports, Service Level Reports, Monthly Business Reviews, etc.

• Lead and/or manage end-to-end Policy Owner Administration operations related to orphan management policy servicing.

• Lead business requirements gathering, business case development, and documentation activities.

• Ensure compliance with regulatory requirements, company policies, and operational governance standards.

• Build strong relationships with Distribution, Agency, Customer Service, Compliance, Finance, Technology, Operations, Marketing, and other business units.

• Act as the primary escalation and decision-making point for complex operational and customer issues specific to orphan management.

• Perform other duties and special assignments as required to support business and operational objectives.

Minimum Job Requirements:

• Education: Candidate must possess at least a Bachelor's/College Degree any field.

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• Background in insurance and banking / financial industry is a plus.

• Proficient knowledge/ability with Microsoft Office applications.

• For Internal Applicants: Working knowledge on the various systems of the Company with basic grasp of products issued by the company, and able to apply this knowledge in policy benefits handling.

• Experience: Minimum 3+ years of experience in Insurance Operations with cross-functional background in operations management and process improvement. Preferably with managerial background.

• Critical Thinking: Able to identify how to break down complex problems or issues into smaller components, using right questioning techniques to identify root causes and arrive at solutions or recommendations.

• Decision Making: Demonstrated capability to think objectively and weigh different options to make decisions timely.

• Coaching: Ability to provide constructive feedback to team members and help with continuous talent development.• Communicating with Impact: Strong presentation, influencing, negotiation, and Inter/Intra-personal skills with proven ability to build rapport with stakeholders.• Design Thinking: Ways of thinking outside the box, for e.g., introducing new and innovative ideas to solve a problem or bring in efficiency.• Growth Mindset: Growth mindset is the personal belief that skills and abilities can be developed through dedication and hard work. A growth mindset is viewing setbacks and failures as building blocks, feedback, and insight for future success.• Must be flexible with scheduling including shifts, holidays, and/or weekends if applicable.• Preferably with LOMA and/or any Certifications relating to process improvement, etc

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.