Vitality Operations

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives._
- To get there, we need people with _tech/digital/analytics_ expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone._

If you believe in developing a better tomorrow, read on.

About the Role

Report to: Head of Vitality Operations and Servicing
Location: Ho Chi Minh
Function: Propositions and Marketing | Department: Vitality Operations and Servicing
Type: Individual Contributor

THE OPPORTUNITY:
We are looking for a Vitality Operations & Business Performance, Lead who
- Define and implement the right Vitality operation processes.
- Lead to improve customer experience of Vitality member journey when interacting with AIA Vitality Program with an outcome to make sure Vitality operation runs smoothly/seamlessly along with better Vitality experiences.
- Measure and analyze data, then come up with insight to understand the business roots of the problem (e.g. the decline in membership growth, engagement, and retention that helps stakeholders to make decisions to address business needs and align with business goals.

Report to: Head of Vitality Operations and Servicing

Location: Ho Chi Minh

Function: Propositions and Marketing | Department: Vitality Operations and Servicing

Type: Individual Contributor

THE OPPORTUNITY:
We are looking for a Vitality Operations & Business Performance, Lead who
- Define and implement the right Vitality operation processes.
- Lead to improve customer experience of Vitality member journey when interacting with AIA Vitality Program with an outcome to make sure Vitality operation runs smoothly/seamlessly along with better Vitality experiences.
- Measure and analyze data, then come up with insight to understand the business roots of the problem (e.g. the decline in membership growth, engagement, and retention that helps stakeholders to make decisions to address business needs and align with business goals.

ROLES AND RESPONSIBILITIES:
1. Vitality Operations (20%)
- Develop/update Vitality SOPs to reflect the change of system enhancement / implementation of (1) Vitality features enhancement, new partners onboarding, (2) Vitality Integrated Product, (3) AIA Vitality Contact Center.
- Play as a contact point of escalation to partners for customer usage & redemption voucher to ensure the smoothies member’s redemption process.
- Develop and monitor fraud prevention process, detect, and mitigate occurrences of fraud in the AIA Vitality program with an aim to manage reward financial budget.

2. Vitality CX (20%)
- Identify service gaps in all touchpoints of Vitality member journey when interacting with AIA Vitality Program and propose solutions. Provide reports / insights for improvement and develop Vitality journey to enhance member experiences & engagement through seamless servicing process.

3. Vitality Business Performance (30%)
- Analyze and deliver Vitality Business Performance, convert into Reporting / Insight and propose solutions based on statistics of Buy, Engagement, Retention.
- Analyze and deliver Reward Performance and convert into Reporting / Insight and propose solutions based on statistics of reward redemption to manage utilization and financial cost.
- Deliver Ad-hoc Report

4. Act as Vitality Data Steward (20%)
- SME or a member of SME, with in depth-knowledge of business, system and data.
- Follow the minimum standards of data governance from the respective Group data owner executive.
- Define data standards and/or procedures, especially relates to Vitality data domain(s).
- Implement data standards and procedures.
- Monitor Vitality quality data metrics on regular basis.
- Perform root cause analysis of Vitality data quality issues.
- Develop and execute Vitality data remediation plans, working with other teams as appropriate.

5. Provide Vitality data support for different stakeholders (10%)

6. Other duties: Perform other duties as assigned to meet operational and/or other requirements.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._