Process & Governance Management, Specialist

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About the Role

Own the Corporate Solutions operating model, governance framework, and end-to-end business processes. Ensure Corporate Solutions operates efficiently, complies with internal and regulatory requirements, and delivers a consistent experience to distribution partners and customers through effective process management and continuous improvement.

Report to: Head of Corporate Solution

Function: Business Strategy I Department: Corporate Solution

Location: HCM

Role: Individual Contributor

ROLES AND RESPONSIBILITIES

Process Design & Continuous Improvement

• Own and maintain end-to-end Corporate Solutions processes covering acquisition, onboarding, policy administration, servicing, renewal, and claims support.
• Identify process gaps, bottlenecks, and operational risks, and drive continuous improvement initiatives.
• Incorporate stakeholder feedback into process enhancements and operating standards.

Governance & Operational Controls

• Establish and maintain governance frameworks, operating guidelines, policies, and control mechanisms for Corporate Solutions.
• Monitor compliance with internal policies, service standards, and regulatory requirements.
• Coordinate governance reviews, issue resolution, and escalation management across stakeholders.

Performance Monitoring & Operational Reporting

• Establish dashboards and reporting frameworks to monitor service delivery and process effectiveness.
• Analyze operational performance trends and recommend improvement actions to management.
• Support business reviews through preparation of management reports, governance updates, and performance insights

JOB REQUIREMENTS

• Bachelor's degree in Business Administration, Insurance, Finance, Operations Management, or related disciplines.
• Minimum 5 years of experience in Operations, Process Management, Governance, Risk Management, Business Excellence, or Project Management within the insurance industry.
• Experience in process improvement, operating model design, or governance management preferred.
• Strong process mapping, process redesign, and continuous improvement capabilities.
• Good understanding of insurance operations, policy administration, underwriting, claims, and servicing processes.
• Strong analytical, reporting, and problem-solving skills.
• Proficiency in Excel, PowerPoint, and process documentation tools.
• Strong stakeholder management and coordination skills.
• Ability to drive change and influence cross-functional teams.
• Strong attention to detail and governance mindset.
• Ability to balance operational efficiency with customer and business needs.
• Opportunity to build and scale the Corporate Solutions operating model, governance framework, and service standards that will underpin AIA Vietnam's future Corporate Solutions business.