Senior Manager, Customer Solutions & Business Enablement

Build a healthier and more sustainable future for everyone.

At AIA, your skills, perspective and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and help turn ideas into positive outcomes for our customers and communities.

Join us to shape what comes next, grow through new experiences and extend your impact across Asia.

About the Role

Report to: Associate Director, Planning & Performance Management
Location: Ho Chi Minh
Function: Customer Office | Department: Customer Experience & Transformation
Type: Managerial

THE OPPORTUNITY

We are looking for Senior Manager, Customer Solutions & Business Enablement who responsible to

- Lead and drive the successful execution of CIT transformation initiatives by ensuring strong stakeholder alignment and adoption through effective communication and performance management.

- This role drives sustainable business outcomes and operational optimization through structured change management, data‑driven insights, capability building, and continuous improvement of customer experience, within approved resources and compliance standards.

JOB REQUIREMENT

1. Transformation Execution & Enablement (25%):

• Change Management:

- Lead the planning and execution of change management activities for CIT transformation initiatives to ensure alignment, commitment, and sustainable adoption across the organization.

- Establish governance mechanisms to track progress, monitor risks and dependencies, and implement mitigation actions to ensure delivery of intended outcomes.

- Translate strategic priorities and transformation objectives into clear execution plans, milestones, timelines, and measurable deliverables.

• Communication & Capability Enablement:

- Act as the central owner of transformation communication and enablement, ensuring consistent, timely, and aligned messaging across all stakeholder groups (internal teams, customers, agents, and partners).

- Design and execute omni channel communication and training plans to support transformation initiatives and operational plan / process changes.

- Measure and ensure the effectiveness of communication and learning interventions in driving adoption, behavioral change, and sustained performance outcomes.

• Stakeholder Engagement & Collaboration:

- Facilitate cross-functional collaboration and ensure alignment on priorities, responsibilities and deliverables.

- Build strong relationships with senior and operational stakeholders to drive alignment, resolve issues, and support effective execution.

- Provide advisory and execution support to Distribution and other key functions where required.

2. Customer & Performance Insights Management (10%):

• Define, implement, and maintain performance measurement frameworks covering customer experience, operational performance, and transformation initiative impact.

• Analyze customer and operational data (e.g. RCS[HL1.1], complaints, performance metrics), feedback, pain points to identify insights and improvement opportunities.

• Develop structured and actionable performance reporting to provide leadership visibility, progress tracking, and early identification of gaps and risks.

• Translate insights into practical actions and process improvements to improve service quality and efficiency.

3. Operations Risk Management (10%):

• Identify, assess, and monitor operational risks across Customer Office processes, transformation initiatives, and day to day operations, including risks related to customer experience, service delivery, regulatory compliance, data quality, and third party dependencies.

• Ensure risks are proactively identified during process changes, system enhancements, and transformation initiatives, with clear articulation of potential customer and business impact.

• Establish and maintain operational risk governance routines, including risk reporting, issue tracking, escalation, and oversight forums in line with company and Group risk management standards.

• Collaborate closely with Risk, Compliance, IT, Operations, and Distribution teams to ensure alignment with regulatory requirements, internal policies, and transformation governance, providing transparency and assurance over Customer Office operational risks.

4. AIA+ Business Ownership (15%)

• Act as the Business Owner for AIA+, accountable for defining business priorities, requirements, delivery readiness and intended customer and business outcomes.

• Own and prioritise the AIA+ roadmap and backlog, balancing customer needs, business priorities, regulatory requirements, technology dependencies and available resources.

• Lead the collection, assessment and prioritisation of business requirements across Customer Office, Distribution and other relevant functions.

• Oversee user requirements, functional-solution review, UAT, release readiness and post-implementation review.

• Establish and maintain effective governance with IT, Operations, Distribution and other stakeholders to monitor progress, resolve roadblocks and support timely decision-making.

• Oversee AIA+ BAU matters, including customer-impacting bugs and issues, system maintenance, security enhancements and high-risk transaction monitoring.

• Monitor delivery progress, customer feedback and post-release issues to identify further improvement opportunities.

5. AI Business Ownership (15%)

• Act as Business Owner for selected AI solutions and use cases, accountable for business requirements, prioritisation, delivery readiness and intended business outcomes.

• Lead the identification, assessment and prioritisation of AI use cases based on business value, feasibility, customer impact and strategic alignment.

• Define business requirements, user stories, success measures and expected benefits for prioritised AI use cases.

• Lead or coordinate the development of AI business cases, including costs, benefits, assumptions, resource requirements and implementation approach.

• Work with IT, Group, Operations and other relevant stakeholders to coordinate solution development, testing, UAT, implementation and launch readiness.

• Oversee the delivery of Customer and Agent Chatbots and other approved AI productivity or operational use cases.

• Monitor implementation progress, user feedback and delivery outcomes, and ensure appropriate follow-up or corrective actions.

• Promote responsible and effective AI adoption while ensuring outputs are appropriately reviewed, validated and aligned with governance requirements.

6. Data Analytics, Reporting & Stewardship (10%)

• Oversee the delivery of accurate, complete and timely Customer Office and Group reports, including customer, operational, financial-efficiency and transformation-related management information.

• Lead the development of data analysis and insights to identify customer pain points, operational-performance drivers, emerging risks and improvement opportunities.

• Ensure reporting and analytical outputs are appropriately validated, reconciled and sense-checked before submission to senior management, Group or other stakeholders.

• Act as the Customer Office lead for data stewardship, working with Data Owners, Data Stewards, IT and relevant business functions to maintain data quality, integrity, consistency and appropriate use.

• Oversee data-quality monitoring, issue identification, remediation and reconciliation within the team’s scope.

• Support the development and improvement of dashboards, reporting automation and analytical tools to enhance productivity and management visibility.

• Ensure customer and operational insights are translated into clear actions and recommendations, including actions to improve CSAT, service quality and operational efficiency.

7. People & Governance Management (10%):

• Provide day‑to‑day leadership and people management for direct reports, including work planning, prioritization, coaching, performance feedback, and capability development.

• Set clear objectives, KPIs, and development plans for team members, ensuring alignment with transformation priorities and performance expectations.

• Manage prioritization, resource allocation, and delivery across multiple transformation and performance initiatives, balancing strategic objectives with team capacity.

• Establish and enforce governance, ways of working, and decision‑making forums to ensure clarity of accountability, effective collaboration, and timely issue resolution.

• Monitor delivery quality, timelines, and outcomes, proactively identifying risks and escalating issues where required.

8. Others (5%):

• Capability Development & Learning coordination:

- Partner with Learning & Development (HR) to assess capability gaps and conduct training needs analysis across Customer Office functions to support our digital and health‑led strategy

- Effectively coordinate to introduce, implement and drive company programs to all members.

- Monitor and provide reports on department training and learning programs where required.

• Training Delivery: Plan, coordinate, and deliver training, including but not limited to customer-servicing processes, products, or health programs of department.

• Culture Ownership: Develop and implement programs to promote a culture of Ownership, Customer-centric, Recognition and Growth mindset within department.

• Business Acumen: Procure strong acumen of company strategic direction, internal processes and culture, key opinion leaders for effective change management and training activities.

• Perform other tasks as assigned by Line manager.

JOB REQUIREMENTS

Education: Bachelor’s degree in Business Administration, Economics, Management or related field.

Experience :

- Minimum 7 - 10 years of experience in transformation, change management, engagement, or communication roles, preferably in complex or matrix organizations.
- Demonstrated experience in a managerial or people‑management role , including responsibility for team performance, coaching, and development.
- Hands‑on experience in driving and enabling transformation initiatives , with exposure to digital transformation strongly preferred.
- Proven track record of working with senior stakeholders and delivering measurable business and/or customer outcomes.
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- Proven ability to work across functions and drive initiative execution.
- Strong change management capability, including stakeholder engagement, communication, training, and adoption enablement.
- Ability to lead, coach, and develop team members and influence cross‑functional stakeholders
- Strong change management and training delivery skills.
- Excellent presentation, communication & influencing skill
- Strong analytical capability with a data‑driven mindset; able to translate insights into practical actions and decisions.
- Fluent English (verbal and written); able to operate confidently in a professional and senior‑stakeholder environment.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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