FIND YOUR BETTER AT AIA
If you believe in better, we'd love to hear from you.
About the Role
Report to: Chief Customer and Information Technology Officer
Location: Hochiminh City
Function: Customer and Information Technology | Department: Customer Marketing & High Net Worth
Role: Managerial
THE OPPORTUNITY:
We are looking for a Head of Customer & Information Technology Planning & Performance Management who is responsible for
- Shaping, driving, and governing the strategic planning, performance management, and transformation agenda across the Customer Office (CO) and Information Technology (IT) function.
- Ensuring tight alignment between business objectives, digital strategy, customer experience enhancements, and operational execution.
- Acting as the strategic integrator across CIT, enabling effective business partnering, communication, change activation, and cross-functional coordination.
ROLES & RESPONSIBILITIES:
1. Business Planning & Performance Management
- Lead annual strategic planning and quarterly performance management cycles for CO & IT.
- Translate CIT strategy into actionable plans, KPIs, and execution roadmaps.
- Monitor operational and strategic performance through structured dashboards, analytics, and governance forums.
- Ensure alignment with Group requirements, regulatory expectations, and organizational priorities.
- Identify performance risks and enable timely interventions to keep delivery on track.
- Lead the benefit realization management for Customer Office and Technology initiatives.
- Report on portfolio issues, potential impacts and enable decision making to broader SMTs and LTs based on facts and data.
- Arrange for business review for Customer & Technology performance: LT, QBR, MBR updates and Customer Office Connected Council (COCC).
2. Business Partnering & Activation
- Serve as the strategic bridge between CO, IT, and other functions (Product, Distribution, Operations, Marketing, HR, Finance).
- Lead internal communication, training, and engagement programs to activate CIT strategy and key initiatives.
- Drive change adoption for digital, customer, and technology programs, ensuring readiness across stakeholders.
- Identify opportunities for process improvement, cost optimization, and risk and compliance management.
- Lead the project delivery to support the portfolio of projects, support PM's with the enterprise view of the portfolio, monitoring dependencies and risks.
- Facilitate cross-functional collaboration to ensure seamless implementation of programs, policies, and enhancements.
3. Customer-Focused Initiatives (AIA+, OneCX & Process Improvements)
- Drive customer experience uplift through AIA+ digital servicing enhancements and OneCX journey improvements.
- Govern prioritization and implementation of customer-centric changes supported by data, VOC, and operational insights.
- Partner with Product, Digital, Operations, and Distribution to design and optimize endtoend customer journeys.
- Lead continuous improvement initiatives to simplify processes, reduce friction, and increase customer satisfaction.
4. Customer Complaint Handling
- Oversee customer complaint governance to ensure timely, fair, and transparent resolution.
- Strengthen complaint-handling standards, root-cause analysis, and preventive actions across all CIT touchpoints.
- Manage escalations from regulators, Group, and senior leadership, ensuring exceptional service recovery.
- Improve complaint experience by embedding customer empathy, quality controls, and process accountability.
5. Operational Efficiency & Group Reporting
- Lead Group reporting for CO & IT, consolidating operational data and generating meaningful insights.
- Ensure reporting accuracy, timeliness, and compliance with Group and local standards.
- Drive operational efficiency through analysis of productivity, resource utilization, cost-to-serve, and performance patterns.
- Support strategic decision-making through scenario modeling, planning analytics, and recommendations.
6/ Strategic leadership & people management
- Develop and execute the department's vision and strategy to enhance customer experience and operational excellence.
- Foster a collaborative and high-performance culture within the department.
- Guide and motivate team through complex problem solving to achieve business-focused solutions and recommendations that drive customer value.
- Develop and coach team to ensure the best standards of performance, appropriate skillsets and strong succession pipelines are in place.
REQUIREMENTS:
Education
- Bachelor's degree in Business Administration, Finance, Management, Technology, or related fields.
- MBA or equivalent postgraduate qualification preferred.
Experience
- Minimum 10-12 years of experience in strategic planning, performance management, business partnering, or transformation management.
- Proven experience in customer experience, digital initiatives, and operational governance within financial services or large corporations.
- Strong background in cross-functional leadership and driving strategic execution.
- Experience working with senior executives, Group-level reporting, and enterprise-wide programs.
Capabilities
- Strong Strategic Planning & Performance Management background
- Strong analytical and strategic thinking skills ability to translate strategy into execution.
- Skilled in KPI design, business reviews, dashboards, and performance governance.
- Excellent communication and stakeholder management abilities.
- Skilled in alignment building, change activation, and influencing across levels.
- Understanding of CX frameworks and digital journey enhancement.
- Strong command of operational analysis, financial tracking, and reporting discipline.
- Familiarity with Group reporting, compliance requirements, and risk awareness.
Leadership & Execution Discipline
- Ability to lead cross-functional teams and drive complex initiatives endtoend.
- Comfortable in high-ambiguity environments strong problem-solving and decision-making capability.
