Business Center Manager - Non In Branch Channels

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 as part of our marketing, distribution & partnership team, you'll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. So if you believe in inspiring a better future, read on. About the Role To lead and empower the SSM Business Center Non in Branch team in delivering timely, accurate, and high quality support across all Non In Branch Channels for both new business and after sales transactions. The role ensures strong cross-functional collaboration with key partner departments within BPI AIA, AIA PH and Medicard to enhance sales productivity, streamline operational processes, and enable a seamless end to end business support experience for all stakeholders. Roles and Responsibilities: 1. Sales and Transaction Support Oversees end‑to‑end support for new business and after‑sales transactions, ensuring accurate application screening, requirements assessment, and timely endorsement to relevant operational units. Ensures efficient processing and prioritization of critical and time‑sensitive cases, particularly during peak periods such as month-end cut‑offs. Drives clear and proactive communication with sales teams and operations support regarding outstanding requirements and pending cases respectively to accelerate case resolution and reduce processing delays. 2. Stakeholder Management and Issue Resolution Leads coordination with internal stakeholders and partner units to resolve escalated sales cases, ensuring timely and effective remediation of issues affecting sales productivity or customer experience. Facilitates cross-functional collaboration for key business initiatives, including process documentation, operational enhancements, systems improvements, and project rollouts. Serves as a strategic partner to departments involved in the sales cycle, strengthening alignment and enabling seamless business support. 3. Communication, Reporting, and Enablement Cascades operational updates, policy changes, and relevant sales support communications to sales teams, Operations, and other partner groups to ensure alignment and awareness. Prepares and delivers daily reports to track both new business and aftersales per account and key updates every business reviews, or alignment meetings. Develops, consolidates, and disseminates performance and productivity reports, as well as actionable insights to support sales performance tracking, persistency, and decision‑making. 4. Process Improvement and Governance Supports the department in the enhancement, documentation, and implementation of sales support policies, procedures, and service standards. Ensures strict compliance with company policies, operational guidelines, and regulatory requirements across all sales support processes. Minimum Job Requirements: Bachelor's degree in Business, Management, or a related field. Minimum of two (5) years' experience in insurance operations or a comparable role. Strong understanding of process design, controls, and data interpretation. Proven analytical, problem‑solving, and initiative‑taking capabilities. Proficient in Microsoft Office tools, especially Excel and PowerPoint. Strong interpersonal and communication skills. Designs and maintains job aids, quick guides, FAQs, and other enablement materials to elevate sales capability, reduce operational friction, and improve user experience. 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. 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. As the largest listed company on the Hong Kong Stock Exchange, we've been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA