Petaling Jaya, Selangor, Malaysia
Experienced distribution and project management professional with 13+ years at AIA, specializing in new sales channels, insurance product development, and tech‑enabled business solutions. Adept at cross‑functional collaboration, IT enhancement initiatives, and post‑launch performance analysis. A hybrid talent combining business strategy with technology execution, bridging insurance distribution needs with digital capabilities.
Developing and managing all new project initiatives for Partnership Distribution-Direct Marketing, encompassing end-to-end process from business proposal creation and IT infrastructure setup to post-launch performance analysis. This includes projects related to product development for both non-life and life insurance, as well as the establishment of new business channel within Partnership Distribution-Direct Marketing. Collaborating closely with cross-functional teams, including Product Development, IT, Actuarial, Legal and Compliance to effectively launch new product and business channels. Over the years, I have played a key role in the following major project initiatives: - i. Establishment of a digital sales channel : Launched a digital sales channel by designing and deploying an end-to-end WhatsApp Business account for Tele Assist team and sales agents, enabling live chat with customers and broadcast marketing communications. ii. Establishment of a Virtual Sales Channel: Launched a remote selling platform enabling insurance agents to conduct virtual sales, supported by customer engagement through EDM (Electronic Direct Mail), push notifications and targeted product banner. o Enhancement of the CRM system: Led the implementation of payment link feature within the CRM, streamlining the process for tele-sales staffs to send secure payment links to customer for seamless self-service online payments. o New Product Development for Telemarketing: Successfully developed and introduced new telemarketing products, including personal accident and life insurance offerings, tailored to meet market demands and enhance customer acquisition.
Led a team of 10 claim specialists with a focus on hospitalization claim, overseeing task delegation and team performance. Me and my team handled daily admission and discharge cases including cases which require detailed investigation. These tasks were not limited to processing claims but also handled communication with doctor and agents by daily basis. To manage a team, I was also required to conduct training to newcomers, briefing to the team about a new product/system/process, planning for the team's monthly work schedule and performed progress review with them. Apart from team management, I was also involved in test plan preparation and performed testing for enhancement to claim system and other ad-hoc project such as database management and reporting.