At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
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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.
