POS Ex-Gratia & System Enhancement
About this role
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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.
Sound like you? Then read on.
About the Role
Perform the execution of business consideration and ex-gratia processing, ensuring that decisions align with company policies and customer service standards. Drive continuous process and system enhancements by identifying improvement opportunities, managing bug fixes, and implementing solutions to optimize operations. Perform the successful implementation of new products, coordinating with relevant teams to ensure seamless integration into existing systems.1.Non-BAU, Business Consideration, and Ex-gratia Processing
- Responsible for resolving non-business-as-usual (non-BAU) issues and managing the complaint, business consideration, and ex-gratia process, ensuring smooth operation as a user checker, and reporting function.
- Perform the ex-gratia workflow, ensuring all steps are completed efficiently and in line with company policies.
2.Suspicious Activity Monitoring (SAM)
- Perform daily SAM monitoring to avoid suspicious activity in POS transactions.
- Provide monthly reports on SAM activities to ensure ongoing compliance and risk mitigation.
3.Implement Process Improvement
- Ensure the process improvement process runs smoothly by verifying requirements, reviewing test cases, and ensuring testing results meet POS needs.
- Collaborate with related parties to resolve system issues identified during the development process.
4.System Enhancements and Bug Fixing
- Work with vendors and the IT team to manage system enhancements and resolve bugs, ensuring all improvements align with POS operations.
- Addressing and coordinating any discrepancies or unclear areas between the system and business rules or specifications.
5.New/ Enhanced Product Implementation
- Work closely with relevant departments to support the smooth implementation of new products, ensuring seamless integration into existing systems and processes.
- Ensure that all new product requirements are fully met, and any system adjustments are properly tested and executed.
6.Collaboration and Coordination
- Act as the liaison between POS and related departments, including IT and vendor teams, to facilitate communication and ensure all processes are completed according to specifications and timelines.
- Proactively coordinate with stakeholders to address any system-related findings or discrepancies.
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.
Company at a glance
AIA Group Limited and its subsidiaries (collectively “AIA” or the “Group”) comprise the largest independent publicly listed pan-Asian life insurance group. It has a presence in 18 markets – wholly-owned branches and subsidiaries in the Chinese Mainland, Hong Kong SAR(4), Thailand, Singapore, Malaysia, Australia, Cambodia, Indonesia, Myanmar, New Zealand, the Philippines, South Korea, Sri Lanka, Taiwan (China), Vietnam, Brunei and Macau SAR(5), and a 49 per cent joint venture in India. In addition, AIA has a 24.99 per cent shareholding in China Post Life Insurance Co., Ltd.
The business that is now AIA was first established in Shanghai more than a century ago in 1919. It is a market leader in Asia (ex-Japan) based on life insurance premiums and holds leading positions across the majority of its markets. It had total assets of US$360 billion as of 30 June 2026.
AIA meets the long-term savings and protection needs of individuals by offering a range of products and services including life insurance, accident and health insurance and savings plans. The Group also provides employee benefits, credit life and pension services to corporate clients. Through an extensive network of agents, partners and employees across Asia, AIA serves the holders of more than 45 million individual policies and over 16 million participating members of group insurance schemes.
AIA Group Limited is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock codes “1299” for HKD counter and “81299” for RMB counter with American Depositary Receipts (Level 1) traded on the over-the-counter market under the ticker symbol “AAGIY”.
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