Job Description

Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

Service Desk Operations

• Lead and manage day-to-day IT Service Desk and End User Computing (EUC L2) operations across business functions.
• Oversee End User Support including onboarding and offboarding support for corporate users.
• Ensure service desk tickets are managed efficiently to meet business SLAs.
• Drive service improvement initiatives based on ticket analysis and recurring incident patterns.
• Lead and act as a point of escalation point for complex service issues affecting business continuity or timelines; and to provide advanced technical support to end users and junior IT staff
• Maintain and continuously improve the Service Desk knowledge base to ensure accurate, up to date documentation for common issues, procedures and user guides.
• Implements and maintains IT security policies, including access controls and data protection measures.
• Conducts regular security audits and promptly addresses vulnerabilities across end user devices.
• Lead group-appointed various IT projects from pilot phase through testing and full implementation within the AIA ITMY entity. Ensure effective planning, stakeholder alignment, resource coordination, and timely delivery of project objectives, while adhering to governance standards and driving continuous improvement
• Collaborate with cross-functional teams to ensure timely resolution of projects, requests, and issues. Maintain clear and proactive communication with end users throughout the process to provide updates, manage expectations, and ensure a positive service experience
• Act as the primary contact person for high-priority incident tickets, ensuring timely escalation and resolution. Coordinate and send clear, proactive communications to end users when high-severity incidents impact business operations.
• Ensure communication plans are executed for change tickets that affect end-user services.
• Lead cross-functional initiatives to transform end-user experience through automation, AI chatbots, or self-service portals. Combination of strategic planning, stakeholder engagement, and technical execution.
• Manage and maintain the Technology & Operations (T&O) knowledge base for chatbot functionality. Collaborate with project teams to enhance chatbot efficiency and introduce new features that improve team operations.

Team Leadership & Development

• Provide coaching, guidance, and daily support to junior service desk and EUC staff to uplift team capability and service quality.
• Establish KPIs and develop performance dashboards to monitor service quality and user satisfaction. Track Service Quality Metrics, User Satisfaction Metrics, and Operational Efficiency on a monthly basis, ensuring actionable insights are captured. Continuously strive to deliver measurable service improvements through data-driven analysis and reporting.
• Conduct regular performance reviews, set clear expectations, and identify training needs.
• Foster a collaborative team culture focused on continuous learning, accountability and service excellence.

IT Asset Management

• Ensure full visibility and control of IT hardware and software assets, with emphasis on compliance with insurance regulatory requirements (e.g. BNM, ISO27001).
• Ensure accurate tracking and management of IT hardware and software assets throughout their lifecycle with emphasis on company compliance standards and requirements.
• Support internal and external audits by maintaining clean asset records and software license compliance.
• Work closely with information security teams on vulnerability remediation and system lifecycle tracking.
• Drive cost optimization through asset utilization analysis and vendor negotiations by conducting regular comprehensive assessments to understand AIA ITMY hardware and software conditions, operational costs to identify underutilized assets which can be repurposed.

IT Purchasing Operations

• Oversee IT purchasing processes, including sourcing, PO creation, invoice validation and vendor coordination.
• Ensure timely procurement and compliance with internal policies and vendor due diligence standards.
• Coordinate with finance and procurement on budgeting, cost control and asset forecasting tied to IT strategy.
• Negotiate strategic vendor contracts, including SLAs, pricing models, and risk mitigation clauses.

Forecast and manage IT budgets, ensuring alignment with business priorities and cost control.

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.

Job Requirements