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- Develop training and other reference material to support end user adoption and usage
- Facilitate periodic training for relevant new joiners and key system users
- Be key point of contact for general end user system queries
- Document business requirements for change requests
- Review all proposed change requests for business impact and benefit
- Support the change requests with end users & IT support team regarding the software/platform upgrades and maintenance
- Be key point of contact for IT throughout review and development of all change requests
- Work with Head Office to prioritise all approved changes based on business demand
- Communicate system changes to business unit and group functions and facilitate training where needed
- Lead consultation processes as required for material changes
- Prepare UAT plan
- Complete end to end testing for approved change requests
- Develop/update training material for approved changes
- Execute training as required for approved change requests
- As required by IT, support incident review to clarify current expected behavior
- Be key point of contact for any third-party contractor involved in incident resolution
- As required by IT review proposed fixes for potential knock-on impact to other system elements and or business methodologies
- Complete testing of fixes prior to production deployment
- Analyze incident trends and root causes regularly and propose system enhancement if any
- Ensure fixes are tracked and followed up until successful remediation and deployment
- Be business approver for system user access
- Be key point of contact to IT support to resolve Service Request queries
- Facilitate weekly governance forums to review all open items related to system performance/maintenance
- Be key point of contact for BU and group functions on all business-related system queries
- On a periodic basis update relevant support materials including training and FAQ and distribute to appropriate end users
- Develop Annual Maintenance Calendar with IT support team
- Develop SOW as required with any required third parties
- Complete Annual User Recertification
- Complete Disaster Recovery Drills as required
- Lead End to End System Testing for all System Upgrades (Including Planning and Coordination of BU Participants and vendor support)
- Complete annual Third-Party Security Assessment and other associated vendor assessments/checks
- Annual BAU price negotiation
- Billing and invoice reconciliation
- Minimum of 5 years' experience in Risk and Compliance , preferably but not mandatorily in the in the life insurance industry
- In-depth knowledge of system development lifecycle
- Highly organized, results driven self-starter with excellent interpersonal, communication and influencing skills
- Fluent in spoken and written English with ability to present articulately
Operational Risk Management - Cyberjaya, Malaysia - AIA
Description
FIND YOUR 'BETTER' AT AIA
If you believe in better, we'd love to hear from you.
About the Role
Incumbents will play a key role within Risk and Compliance and be subject matter experts for all Risk and Compliance processes conducted by various systems owned by the function, enabling them to provide guidance, support, training, and best practice to all end users across AIA.The Group Risk and Compliance Business Support will also play a key role to ensure the effective governance, maintenance over all systems as well as ensure that our systems continue to be fit for business process.
The position fulfills the following objectives:
1.To support the continuous improvement and effective execution of best-in-class Risk and Compliance processes across all markets
2.To be Subject Matter Expert (SME) for Risk and Compliance systems
3.Drive continual process improvement initiatives across Risk and Compliance
4.Lead effective governance and oversight over all Risk and Compliance systems.
5.Be key Business Partner to relevant IT teams maintaining Risk and Compliance systems
Training and Guidance
System Support – Change Management
System Support - System Problems/Application Errors
System Support – Service Requests/Other Requirements
System Support – General Requirements
Job Requirements :