EB Package Servicing & Control, Specialist

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

Customer Centricity - 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.

Lead and manage team(s) under EB insurance (Package) 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 portfolio

• Oversee, customer services and daily operations for the assigned portfolio/distribution channel
• Conduct 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, reports, statements and presentation materials

Client Retention and Service-to-sales

• Monitor client retention and service-to-sales activities such as operation support on up-selling retail products/promoting our client retention programs etc
• Ensure achievement of client retention and service-to-sales targets
• Maintain close client relationship and take precautionary measures whenever necessary to retain the portfolio

Administrative Procedures Review

• Closely monitor the database/reports/queues/system that are used for measuring the benchmark and ensure they are properly updated and completed within service timeline.
• Develop control procedures on any risk areas identified and to provide expertise and technical advice to team members
• On-time identification of errors, delays or any other problems, with subsequent diagnosis & resolution via corrective and /or preventive measures
• Work as a change agent and take the initiative to introduce or facilitate changes in policies and procedures

People Management

• Assist team members (both onshore and offshore teams) in prioritizing tasks and provide clear direction to team members when they meet problems
• Provide support to superior in coaching and supervising staff towards client-focused and seeks continuous improvement
• Manage and motivate staff to enhance competencies and performance
• Coach and mentor team members for staff development

Other responsibilities

• Coordinate and monitor the team’s initiatives/activities
• Act as a module owner to lead projects
• Perform any other duties and projects as assigned

Job Requirements:

• University graduate is preferred with minimum 6 – 7 years customer services/operations experience of which 1 – 2 years in supervisory positions
• Good knowledge on group insurance operation flow and group insurance products
• Self-motivated and customer orientated
• Good communication and interpersonal skills
• Outgoing personality with good presentation skills
• Good time management and organization skills
• Good staff coaching and supervisory skills
• Good PC skills
• Proficient in both spoken and written Chinese and English

Others

• 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.