Head of Centralised Investigation Unit

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

This position is responsible for providing AIA Hong Kong and Macau with effective detection, prevention and investigation of misconduct by intermediaries, employees, business partners and vendors.
Reporting to the General Counsel, the role will lead the Centralised Investigation Unit, combining hands-on leadership in complex and sensitive investigations with robust oversight of investigation quality, strategy, timely execution, and overall case management discipline across the team.
The role is accountable for the delivery of investigations in a structured, evidence-based, and disciplined manner, with clear findings, well-supported conclusions and appropriate escalation of regulatory, legal and reputational risks. It also drives high-quality investigation outcomes by providing insights into underlying root causes and incorporating practical recommendations to enhance processes, controls and risk management where appropriate.
This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Roles and Responsibilities

Investigations:

• Lead, supervise, and continuously enhance the investigations capabilities of AIA Hong Kong and Macau, ensuring high professional and consistent standards in investigation planning, execution, and reporting
• Personally lead and materially contribute to investigations conducted by the Centralized Investigation Unit (“CIU”), especially complex, high-risk and sensitive cases
• Ensure timely completion of investigations, with strong discipline in case management and follow-through, and that the investigation quality meets internal and regulatory standards and expectations
• Critically review investigation strategies, findings and conclusions, ensuring:

o   logical and structured approach to investigation

o   completeness of fact-finding with no material gaps

o   findings that are clear, and well-substantiated

o   proper linkage between evidence and conclusions

• Draft, review and oversee the preparation of investigation reports, submissions to regulators, and other communications, ensuring clarity, precision and professional quality in both English and Chinese
• Identify trends from investigation outcomes
• Manage regulatory engagement
• Coordinate presentation of investigation cases to senior management and relevant committees (including Market Conduct Committee and Disciplinary Committees), with clear articulation of issues and findings
• Develop and maintain good industry contacts and keep up to date with the latest developments in investigation best practices and tools
• Provide training on end-to-end investigation process, best practice and latest industry developments to staff and management
• Coordinate reporting of investigation findings at market conduct committee, or employee disciplinary committee meetings
• Provide support in respect of complaints, legal proceedings, and regulatory enquiries as required

Anti-Fraud Reporting Officer:

• Identify key fraud risks through investigation outcomes
• Lead the localisation and implementation of Group-level fraud investigation standards and procedures
• Triage suspected fraud into ‘routine’ and ‘significant’ cases with 'routine' cases investigated by CIU
• Assist all relevant business departments in initiating, developing and delivering fraud prevention initiatives, including education programmes, detection approaches and analytical tools for controls functions and operational staff.

Management:

• Develop CIU’s annual work plan and goals
• Effectively prioritise and allocate resources to ensure investigations are completed within a reasonable timeframe
• Manage CIU team through establishing an effective supervision structure, coaching, training and providing timely feedback to team members
• Motivate and inspire the team by leading by example
• Advocate and influence the highest standards of ethics, discipline, and professionalism within AIA Hong Kong and Macau
• Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements

Minimum Job Requirements:

• A Bachelor's degree or above in Law or other relevant disciplines; qualified solicitor preferred
• Minimum 10 years of experience in investigation, enforcement, legal or internal audit roles, with experience in leading complex investigations
• Demonstrated ability to identify, assess and escalate critical issues and risks
• Proven experience in leading and supervising a team, with strong ability to provide clear direction, review and challenge work, and maintain high standards of investigation quality
• Experience in handling employee and intermediary conduct and disciplinary matters
• Practical experience in using data analysis to support investigations, including working with large datasets and collaborating with data specialists where required
• Strong communication skills, both verbal and written, with the ability to produce clear, structured and concise reports, and to present complex matters effectively in English and Chinese (Cantonese required; Mandarin an advantage)
• Ability to work under pressure and meet timelines
• High level of professionalism, accountability and attention to detail, with a disciplined and hands-on approach to work
• Strong people management and team development capabilities
• Confident, and self-motivated
• Knowledge of the insurance or financial services industry is an advantage
• The incumbent is required to obtain relevant license if the job involves in regulated activities.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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