Health & Wellness Platform Specialist

Health & Wellness Platform Specialist

AIA Group
Not Specified
Not Specified

Job Description



Bring your career aspirations to life with AIA!This role will be accountable for ensuring the successful, ongoing execution of key health and wellness services provided to AIA PH and BPI AIA customers. These include:

. Ensuring the operational integrity of the systems supporting (but not limited to) the total health solutions offered by the company, and a good quality experience for clients
. Establishing and maintaining a set of robust service levels among the vendors and the team within the AIA PH and BPI AIA, who support each other to administer services to customers
. Driving institutionalization initiatives to embed health & wellness in the company's processes and systems
  • Both directly and in coordination with other departments in IT and Ops, manage a network of vendors who provide ongoing services to customers on behalf of AIA PH and BPI AIA
    • Agree service levels and resolution framework problems and incidents
    • Coordinate with IT vendors to ensure adequate provision of services to enable business growth
    • Coordinate with local IT and external vendors implement improvements in standard operating procedures and back office handling
  • Identify and address long term systems needs
    • Work with front line service teams to identify pain points and opportunities for improvement and implement corresponding actions with sense of urgency, proper monitoring and escalation processes
    • Work with vendors and local IT teams to identify and prioritize fixes to key systems, also known as problem fixes that can be
  • Work closely with frontline service teams to ensure a good experience for customers using the health and wellness solutions
    • Ensure front line teams have necessary tools to perform day-to-day member servicing for customers using the health and wellness solutions
    • Maintain escalation management protocols to ensure that the business is ready to handle emergent issues
    • Provide regular engagement with training and QA resources to ensure processes are relevant and widely observed
  • Accountable for forecasting and budgeting for operating expenses allocable to health and wellness systems and operations
    • Work with operations and IT to conduct forecasting on requirements for servicing headcount, infrastructure, supplies, etc.
    • Ensure annual budget for system enhancements and operating expenses is sufficient to support the strategic plan and aligned with overall business objectives
  • Accountable for curating knowledge management on essential business documentation including
    • Standard Operating Procedures (SOPs)
    • Business Requirements Documentation (BRDs)
    • Service Level Agreements (SLAs)
    • Change Requests (CRs)
    • Manuals and user guides (developed and maintained in tandem with ops training support)

Job Details

About AIA Group

For more than a century, AIA has strived to make a significant, positive impact for our customers and communities across Asia, reinforced by our Purpose : to help millions of people live Healthier, Longer, Better Lives . Our Purpose guides the decisions we make and the actions we take as an organisation - empowering and enabling people to understand and manage their health, while meeting their long-term savings and protection needs. We believe that helping to create a healthier Asia is one of the most important and valuable things we can do for our communities, today and in the future.

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