Work closely with EXCO and Heads of Departments to embed risk ownership and ensure controls are in place and operating effectively within the approved risk appetite.
Ensure timely, accurate, and complete reporting of operational risk incidents, including key action plans validation and tracking, and preparing reports to Senior Management.
Support regulatory submissions such as BNM’s Operational Risk Reporting (ORR), including KRI and loss event data, and ensure timely and accurate reporting.
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Develop, plan and execute effective marketing campaigns and customer offers.
Familiarize yourself with how our front and back end systems work (agent sales platform, agent app, customer app, back end operating systems) in order to design campaign management processes that work.
Understand AIA’s product suite and how to best leverage on these products to drive future cross and upsell.
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Work with relevant departments/functions to build up and/or implement controls and provide quality and solutions-focused advice on data protection and privacy risk and control issues relevant to the business units for informed decision-making.
Maintain and oversee a centralized record of personal data processing activities.
Maintain a privacy risk register aligned to Enterprise Risk Management taxonomy.
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Improve and standardize operational processes by identifying gaps, simplifying workflows, and driving consistent digital practices across channels.
Lead the gathering, validation, and documentation of user requirements for digital enhancements, new products, and system-related issues within the Operations Division.
Ensure requirements are clear, accurate, prioritized, and aligned to business objectives.
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Drive a robust coaching and performance improvement culture through targeted feedback, development programs, and quality initiatives.
Partner with Operations Leaders and Team Managers to review performance outcomes, address quality gaps, and implement improvement strategies.
Monitor and analyze key customer and operational metrics, including Quality Scores, CSAT, FCR, Complaints, and Compliance indicators, to provide actionable insights
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