Internship - Insurance Operations/Communications/Risk Management

FIND YOUR 'BETTER' AT AIA We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we’d love to hear from you. About the Role You will gain hands-on experience in the daily insurance operations. You also will be responsible for delivering standard reports on periodic basis as required by the business for operations, regulatory, statutory purpose. Key Responsibilities: Corporate Communications • Design and create visual content such as posters, infographics, presentations, and merchandise materials while ensuring alignment with corporate branding standards. • Capture and edit photos/videos for internal communications, and support events through logistics, promotional materials, and creative campaign ideas. Operational Excellence (Project Management) • Support project management activities including workshop preparation, meeting coordination, action tracking, and governance reporting for Steering Committees and key stakeholders. • Assist in monitoring project performance through reporting, dashboards, KPI tracking, risk/issue management, and contribute to process standardization and continuous improvement initiatives. Risk & Compliance • Support Risk & Compliance activities including Risk & Control Self-Assessments (RCSA), risk mitigation tracking, issue management, and maintenance of risk registers, action logs, and compliance trackers to ensure accuracy and completeness. • Assist in preparing risk dashboards, reports, and presentations, while coordinating meetings, performing basic data validation, and providing documentation and administrative support. Insurance Operations Singapore Operations – Customer Services Policy Member Maintenance / Policy Owner Services • Verify and analyse customer documents and requests, ensuring accurate system updates and following up on any missing or required information. • Support ad‑hoc initiatives including process reviews, process mapping/documentation, and basic data analysis to improve operational efficiency. Singapore Operations – Contact Centre Support • Handle inbound customer and agent enquiries via calls and emails within L1 scope, providing accurate responses based on approved FAQs, SOPs, and knowledge base, while updating details in CRM. • Escalate unresolved issues to relevant teams and perform follow‑ups or customer callbacks to ensure timely updates and resolution. Singapore Operations - Contact Centre Business Analyst • Review and evaluate customer interactions (calls, emails, verbatim) to identify key experience themes, sentiment, and drivers, and classify insights into controllable vs. uncontrollable factors. • Prepare CX reports, statistics, and trend analyses, and provide actionable recommendations to support continuous service improvement. Singapore Operations - Contact Centre Business Analyst – CX • Review and evaluate customer interactions (calls, emails, verbatim) to identify key customer experience themes, sentiment, and drivers, and classify insights into controllable and uncontrollable factors. • Prepare CX reports, statistics, and trend analyses, and provide actionable recommendations to support continuous service improvement. Singapore Operations - Contact Centre - Business Analyst -WFM • Support contact centre operations by uploading and maintaining interval and historical data, reviewing attendance, and assisting with real‑time monitoring of performance metrics. • Assist in Workforce Management (WFM) activities including data validation, reconciliation, and initiatives to improve reporting accuracy and overall data quality. Singapore Operations - Contact Centre - Business Analyst – UAT • Support AI UAT activities by executing test scenarios to validate responses against defined L1 logic and SOPs, while identifying gaps in intent recognition, response accuracy, and customer experience. • Document defects, observations, and test outcomes, and provide recommendations to improve AI flow design and response quality. Regional Services - Operations • Support business development and initiatives to enhance shared services capabilities for regional cross‑border healthcare access and improve overall customer experience. • Provide administrative support for planning and executing insurance operations onboarding training, along with contributing to service improvement efforts. Regional Services - Group Distribution Office Support - Reinsurance Data Analyst • Support data analytics and transformation for reinsurance operations, including quotation processes and financial reporting. • Assist in developing and enhancing data tools using Excel Power Query, SharePoint Online, and Power BI, while providing support for ad‑hoc technical and analytical tasks. Regional Services - Group Distribution Office Support - Business Admin Support • Provide administrative and operational support including expense tracking, report handling, vendor coordination, and onboarding activities. • Act as a liaison for internal (Finance, Sales & Marketing) and external stakeholders, while tracking key deadlines and supporting communication, sales, events, and operational follow‑ups. Australia & New Zealand Operations - Knowledge Management Automation • Support Operations reporting and analytics by developing, maintaining, and automating MIS reports, dashboards, and datasets using Power BI, Power Query, Microsoft Fabric, and Power Automate. • Ensure data accuracy and process efficiency through data preparation, validation, documentation, and the conversion of manual reporting processes into automated solutions. Note: There are several internship position…