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

Supervise sub-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

Responsibilities:

Provide satisfactory customer service and administration services to the assigned group pension and insurance portfolio

• Responsible for the overall customer services and daily operations for assigned portfolio/distribution channel
• Review presentation materials and member communication materials and conduct client visits, presentations and members’ briefings, if required for retention or service-to-sales purposes
• Provide one-stop administration service to clients including enrolment, contribution / billing, termination, policy / record maintenance, regulatory filing, issuing of client reports etc and responding to client/intermediary’s enquiries and complaints in a timely manner
• Provide servicing support to assigned distribution channel e.g. brokers/agents/bank alliances on client related issues
• Review day-to-day client's correspondence and communication materials including but limiting, trust deeds, reports, statements and presentation materials

Client Retention and Service-to-sales

• Perform client retention and service-to-sales activities such as up-selling retail products/promoting our client retention programs etc
• Maintain close client relationship and take precautionary measures whenever necessary to retain the portfolio

Administrative Procedures Review

• Assist in reviewing necessary documents and approving different steps in processing and review procedures to enhance control and efficiency
• Closely 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
• On-time identification of errors, delays or any other problems, with subsequent diagnosis & resolution via corrective and/or preventive measures
• Propose control procedures on any risk areas identified and to provide expertise and technical advice to team members

People Management

• Provide support to superior in coaching and supervising junior staff towards client-focused and seeks continuous improvement
• Assist team members in prioritizing tasks and assist superior in arranging resources within the team including arrangement for account hand-over

Other Responsibilities

• Act as a module owner to lead projects
• Perform any other duties and projects as assigned

Requirements:

• University graduate is preferred, with minimum 5 years customer services/operations experience
• Good knowledge on MPF/ORSO retirement schemes, group insurance and investment products
• Self-motivated and customer orientated
• Detail oriented
• Must be a team player
• Good communication and interpersonal skills
• Outgoing personality with good presentation skills
• Good time management and organization skills
• Good staff coaching skills
• Good PC skills
• Proficient in both spoken and written Chinese and English
• Required to obtain relevant licenses if your job involves in regulated activities
• 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.