Head of Customer & Information Technology 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).

• 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.

• 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 end‑to‑end customer journeys.
• Lead continuous improvement initiatives to simplify processes, reduce friction, and increase customer satisfaction.

• 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.

• 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.

• 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.

• Bachelor’s degree in Business Administration, Finance, Management, Technology, or related fields.
• MBA or equivalent postgraduate qualification preferred.

• 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.

• 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.

• Ability to lead cross-functional teams and drive complex initiatives end‑to‑end.
• Comfortable in high-ambiguity environments; strong problem-solving and decision-making capability.

AIA