At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

Lead and manage team(s) to meet or exceed the client retention and service-to-sales targets, key performance benchmarks, as well as compliance and customer service standards

Roles and Responsibilities:

Provide satisfactory customer service and administration services to the assigned portfolioOversee, customer services and daily operations for the assigned portfolio/distribution channelConduct client visits, presentations and members’ briefings and handle clients’ enquires and complaints  Review all form of clients communication materials including but not limiting to letters, trust deeds, reports, statements and presentation materialsMonitor client retention and service-to-sales activities such as up-selling retail products/promoting our client retention programs etcEnsure achievement of client retention and service-to-sales targetsMaintain close client relationship and take precautionary measures whenever necessary to retain the portfolioClosely monitor the database/reports/queues/system that are used for measuring the benchmark and ensure they are properly updated and completed within the regulatory and service timeline.Develop control procedures on any risk areas identified and to provide expertise and technical advice to team membersOn-time identification of errors, delays or any other problems, with subsequent diagnosis & resolution via corrective and /or preventive measuresWork as a change agent and take the initiative to introduce or facilitate changes in policies and proceduresAssist team members in prioritizing tasks and provide clear direction to team members when they meet problemsProvide support to superior in coaching and supervising staff towards client-focused and seeks continuous improvementManage and motivate staff to enhance competencies and performanceCoach and mentor team members for staff developmentCoordinate and monitor CCS team’s initiatives/activitiesAct as a module owner to lead projectsPerform any other duties and projects as assigned

Job Requirements:

University graduate is preferred with minimum 6 years customer services/operations experience of which 2 years in supervisory positionsGood knowledge on MPF/ORSO retirement schemes, group insurance and investment productsSelf-motivated and customer orientatedMust be a team playerDetail orientedGood communication and interpersonal skillsOutgoing personality with good presentation skillsGood time management and organization skillsGood staff coaching and supervisory skillsGood PC skillsProficient in both spoken and written Chinese and English

Others:

You are preferred to obtain the license of Insurance Authority (IA) (Paper 1, 2, and 3) or  Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4)Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements

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

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.