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Operations Platform, Principal - Job Opportunity at AIA

Hong Kong, HK
Full-time
Senior
Posted: August 15, 2025
On-site
HKD 1,200,000 - 1,800,000 per year (USD 150,000 - 230,000). This principal-level role in Hong Kong's competitive insurance technology market, requiring specialized GenAI expertise and proven leadership in major Chinese insurers, commands premium compensation reflecting the scarcity of such specialized talent.

Benefits

Opportunity to impact millions of lives through digital transformation initiatives in healthcare and insurance
Access to cutting-edge GenAI technologies and innovation platforms for professional development
Leadership role in a 100+ year established company undergoing digital modernization
Exposure to regional insurance market operations across Mainland China and Hong Kong
Career advancement opportunities within a major pan-Asian insurance conglomerate

Key Responsibilities

Lead Technology, Digital and Analytics (TDA) Operations Platform teams to deliver world-class technology solutions supporting Buy, Service, Claims and Contact Center business transformations
Drive end-to-end technology solution design and delivery incorporating GenAI technologies to modernize critical insurance operations
Manage offshore delivery teams in agile environments while ensuring successful project execution against defined KPIs and SLAs
Define strategic roadmaps for Operations Platform solutions and continuously evolve technical foundations toward target state architecture
Build trusted partnerships with business stakeholders while translating complex requirements into sustainable technology solutions and measurable business outcomes
Ensure mission-critical BAU application support with high availability and performance standards while delivering analytics and monitoring dashboards for management visibility

Requirements

Education

Minimum Bachelor degree preferably with Master degree in Computer Science / Engineering or Data Science

Experience

8+ years experience in large IT organizations, with 3+ years acting at the capacity of Technology / Delivery Lead with proven track records in Mainland China Top Insurers

Required Skills

Demonstrated experience in insurance Operations transformations covering Buy, Service, Claims and Contact Center areas Proven experience in using popular GenAI technologies (e.g. AOAI, Deepseek, Manus AI, Gemini) for insurance transformation initiatives Proven experience in managing offshore delivery centers for strategic transformations Excellent communications, presentation and consulting skills Excelling planning and execution ability at speed Self-motivated, passionate and proactive to identify and deliver business and technology innovation opportunities Excellent problem solving skills and decision making ability based on data insight Strong technical knowledge and experience in delivering advanced technologies like GenAI IT for large projects Fluent in both oral and written communications using Mandarin, Cantonese and English

Certifications

LOMA certification is highly preferred IT certifications including but not limited to (Gen)AI, TOGAF, Microsoft Azure, Google Cloud, etc. are preferred
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Sauge AI Market Intelligence

Industry Trends

The insurance industry is undergoing massive digital transformation with GenAI adoption becoming a critical differentiator for operational efficiency and customer experience. Leading insurers are investing heavily in AI-powered claims processing, customer service automation, and predictive analytics to reduce costs and improve service delivery. There is a significant shift toward cloud-first architectures in insurance, with companies modernizing legacy systems to enable real-time data processing and seamless customer interactions across multiple touchpoints. This transformation is particularly pronounced in the Asia-Pacific region where digital adoption rates are accelerating. Insurance companies are increasingly focusing on offshore delivery models and agile methodologies to accelerate digital transformation while managing costs. The demand for leaders who can bridge business requirements with technical implementation in distributed team environments has grown substantially.

Role Significance

Typically manages 15-25 direct and indirect reports across multiple offshore delivery centers, including solution architects, engineering leads, project managers, and business analysts, with matrix management of additional cross-functional resources.
This is a senior principal-level position with significant strategic influence over AIA's digital transformation agenda. The role combines P&L accountability, team leadership, and technology strategy ownership, positioning the incumbent as a key driver of organizational modernization with direct impact on business outcomes.

Key Projects

Implementation of GenAI-powered claims processing systems to reduce processing time and improve accuracy Modernization of legacy customer service platforms with omnichannel capabilities Development of real-time analytics dashboards for operational performance monitoring Integration of contact center technologies with AI-driven customer interaction capabilities

Success Factors

Ability to navigate complex stakeholder environments while building consensus around technology roadmaps and investment priorities Deep understanding of insurance operations combined with practical experience implementing cutting-edge technologies in regulated environments Proven track record of delivering large-scale technology transformations on time and within budget while maintaining operational stability Strong change management and communication skills to drive adoption of new technologies across traditional insurance operations teams Cultural sensitivity and language capabilities to effectively manage cross-border delivery teams and regional business requirements

Market Demand

Very High. The convergence of insurance domain expertise, GenAI technology skills, and proven leadership experience in the Chinese market creates a highly specialized and sought-after profile with limited supply in the talent market.

Important Skills

Critical Skills

GenAI Technology Expertise: Essential for driving the next wave of operational automation and customer experience enhancement. Insurance companies are rapidly adopting AI for claims processing, underwriting, and customer service, making this expertise fundamental to competitive advantage. Insurance Operations Knowledge: Deep understanding of Buy, Service, Claims, and Contact Center processes is crucial for successful technology implementation. Without this domain expertise, technology solutions often fail to address real business challenges or create operational disruptions. Offshore Team Management: Critical for successful delivery in today's cost-conscious and globally distributed technology landscape. The ability to manage complex projects across time zones and cultures directly impacts project success and cost efficiency. Stakeholder Management: Essential for navigating the complex organizational dynamics of large insurance companies where technology changes must be carefully coordinated with regulatory compliance, risk management, and business continuity requirements.

Beneficial Skills

LOMA Certification demonstrates deep insurance industry knowledge and commitment to professional development in the sector Cloud Platform Certifications (Azure, Google Cloud) are increasingly valuable as insurance companies migrate to cloud-first architectures TOGAF Enterprise Architecture certification supports the strategic technology planning aspects of the role Agile and DevOps methodologies expertise accelerates delivery capabilities in transformation initiatives

Unique Aspects

Rare combination of insurance operations expertise and cutting-edge GenAI implementation experience in the Chinese market
Direct involvement in transforming century-old business processes using the latest artificial intelligence technologies
Opportunity to shape the digital future of one of Asia's most established and respected insurance brands
Access to significant technology investment budgets and executive support for innovative solutions
Trilingual requirement (Mandarin, Cantonese, English) reflects the truly regional scope and cultural complexity of the role

Career Growth

3-5 years to progress to C-level or regional head positions, given the strategic nature of this role and the accelerated digital transformation timeline in the insurance industry

Potential Next Roles

Chief Technology Officer (CTO) for regional insurance operations Head of Digital Transformation for Asia-Pacific insurance markets Managing Director of Technology and Operations for major insurance conglomerates Senior Vice President of Innovation and Digital Strategy

Company Overview

AIA

AIA is one of Asia's largest pan-regional life insurance groups, with a heritage spanning over 100 years and operations across 18 markets. The company has been aggressively pursuing digital transformation to maintain its market leadership position while expanding its health and wellness ecosystem beyond traditional insurance products.

AIA holds a dominant position in the Asian insurance market with particularly strong presence in Hong Kong, Thailand, Singapore, and Malaysia. The company is recognized as a digital transformation leader among traditional insurers and has been investing heavily in technology infrastructure and capabilities.
This Hong Kong-based role serves as a critical hub for AIA's technology operations across Greater China and Southeast Asia, with direct influence over digital transformation initiatives affecting millions of customers across the region.
AIA promotes a culture of innovation and agility while maintaining the stability and compliance standards expected in the insurance industry. The organization emphasizes employee development, cross-functional collaboration, and data-driven decision making in a fast-paced transformation environment.
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