Payment Solution, Specialist (Operational and Digital Transformation)

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

To support operational and digital transformation initiatives within the Payment Solutions / POS team, focusing on customer experience, process optimization, and regulatory compliance. This role requires strong case management expertise, cross-functional collaboration, and a proactive approach to problem-solving and service excellence.
Customer Centricity - This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Responsibilities:

Ensure smooth execution of day-to-day payment operations and customer case management

• Process and monitor payment-related activities in accordance with established service standards, operational procedures, and regulatory requirements.
• Handle complex, high-value, and sensitive payment-related cases, investigations, inquiries, and escalations in a timely and professional manner.
• Ensure service commitments and turnaround times are achieved while maintaining a high level of customer satisfaction.
• Liaise with internal and external stakeholders to resolve operational issues and support case closure.

Maintain effective operational controls, regulatory compliance, and risk management

• Perform operational control activities and reviews to ensure compliance with Company policies, regulatory requirements, and internal standards and AML requirements.
• Support investigation activities, exception handling, and control validation to ensure operational integrity and risk mitigation.
• Maintain accurate records, documentation, and audit trails to support governance, compliance reviews, and audit readiness.
• Identify control gaps and recommend enhancements to strengthen operational effectiveness and regulatory compliance.

Support operational enhancement, digitalization initiatives, and ad hoc assignments

• Participate in process improvement initiatives to streamline workflows, improve efficiency, and enhance customer experience.
• Support system enhancement projects, automation initiatives, and User Acceptance Testing (UAT) to facilitate operational digitalization.
• Prepare operational reports, management updates, and business analysis as required.
• Undertake ad hoc projects and other responsibilities assigned by management to support evolving business and regulatory requirements.

Requirements:

• Bachelor’s degree in business administration, Finance, Operations Management, or a related discipline.
• Minimum 5 years of relevant experience in payment operations, customer servicing, or financial services operations.
• Good knowledge of customer service principles, operational processes, and regulatory requirements within the insurance or financial services industry.
• Strong customer-centric mindset, with a commitment to delivering timely, accurate, and high-quality customer outcomes.
• Excellent communication and stakeholder management skills, with the ability to engage effectively with customers, business partners, and cross-functional teams.
• Strong knowledge of payment operations, and customer case management, including handling complex payment enquiries, investigations, escalations, and exception cases.
• Solid understanding of operational controls, AML requirements, screening, and regulatory compliance, with the ability to maintain audit-ready documentation and support governance requirements.
• Proven experience in process improvement, operational efficiency initiatives, and digital transformation projects, including system enhancement, automation, and User Acceptance Testing (UAT).
• Good understanding of payment processes, customer servicing operations, and cross-functional workflow management.

Others:

• You are required to obtain the relevant license(s) if your job involves regulated activities

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.