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

The position is mainly responsible for ensuring that services provided by Service Partners properly defined with the corresponding service scope, expected output, costs and service levels to ensure that BPI AIA services to Customers are met in terms of time and quality standards for the assigned channels or segments. Will also be responsible for ensuring that these services are measured versus agreements. He/ she will raise issues and concerns on service delivery and ensure timely resolution. At the same time, recommend or initiate improvements and enhancements to existing services or processes with all stakeholders.

Roles and Responsibilities:

Develops, negotiates and secures Management sign-off of   Service Agreements with Partners including the service scope, expected output, costs and service levels. 

Amends the Service Agreements as may be necessary due to changing business requirements.

Ensures that services covered by the Service Agreements are measured and reported to BPI AIA in a timely and regular manner following the agreed formats and supported by transaction details.

Tracks reports on Service Errors/ Failures received from Partners, Customers and BSEs and ensures that these are closed and resolved with the proper corrective/ preventive action steps.

Analyzes reports on actual  Service Level performance and Service Errors/ Failures,   raises gaps and issues to SSM Head and BPI AIA Management,  determines adequacy of measures taken  by Partners and recommends proper course of action to SSM Head and BPLAC Management.

Conducts Weekly or Bi Monthly Coordination Meeting with Process Owners/Partners to discuss reported issues, status and action steps to avoid possible recurrence of the same problem and service improvement.

Initiates projects to help improve the service delivery to customers and sales force from development of financial assumptions and case, project defense, secures approval from all concerned units, project set-up, implementation and attainment of target results.

Develops and manages the communication internally as well as with bank partners, AIA PH and other vendors in coordinating the service enhancements, new projects and other activities related to service delivery.

Minimum Job Requirements:

Graduate of 4 or 5 year course in Business and Management or other relevant fields

At least 3 years of work experience preferably in financial industry with audit or account management background.

Adept in the use of Power point and Excel

With strong analytical and problem-solving skills

Strong interpersonal and communication skills

In-depth knowledge of escalation procedures, incident management and other fields related to service management

With experience in dealing with third party service providers

Exceptional customer (internal and external) facing skills

With strong ability to manage and prioritize tasks efficiently

With readiness to demonstrate a proactive attitude.

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.