Associate Director, Wellness Strategy and Development

Lead the formulation of wellness strategy for AIA, designing customer-centric, industry-leading wellness programs and managing the operations of AIA Alta Wellness Haven. This role is central to delivering AIA's promise of increasing healthspan for prestigious high-net-worth (HNW) customers.

Responsibilities:

Strategy Formulation and Transformation

• Define the wellness proposition strategy for ultra-high net worth (UHNW) and HNW customer segments.
• Set the strategic roadmap and partnership strategy for Wellness Haven.
• Lead the evolution of the centre operating model and membership structure to enhance customer engagement and financial sustainability.
• Stay updated on global and local wellness trends to drive innovation of appealing wellness offerings to prestigious customers.
• Analyze centre financials and customer profiles to identify trends and opportunities for business growth.
• Apply deep knowledge in functional medicine and preventive healthcare to curate personalized wellness journeys.

Centre Operations and Partner Management:

• Oversee day-to-day operations and profit & loss of the Wellness Haven, ensuring service excellence, compliance, and financial sustainability.
• Manage relationships with expert partners across Hong Kong and China, ensuring strategic alignment and value delivery.
• Leverage AIA assets and partnerships to optimize cost and expand reach.
• Review Service Partner(s)' workflow and operating systems regularly to ensure effectiveness in daily operations.
• Ensure Centre's operations are compliant with documented procedures, service benchmarks, regulatory requirements, company's policies, and practices.
• Ensure centre staff who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements, if applicable.
• Build mechanisms to ensure effective handling and investigations of complaints from customers and channels, and report findings timely.
• Collect customer/channel feedback and take improvement actions where necessary.
• Produce regular centre reporting with Service Partner(s) for KPI tracking, and perform analysis with recommendations to relevant committees to identify areas for improvement and action plans.
• Review financial budgets, prepare financial reports, and provide recommendations for cost optimization.
• Implement scientific tracking systems and dashboards to track customer progress and centre performance.

Promotional Strategy and Stakeholder Engagement:

• Position the centre as a sales enabler and differentiator in the HNW proposition.
• Develop and implement promotional strategies to drive traffic, build awareness, and educate agency and customers.
• Work with business development and training teams to develop channel engagement plans.
• Collaborate with service providers, channels, and Club Alta teams to co-design events, agency contests, and member communications.
• Ensure proper event management is in place and supervise centre staff to ensure successful delivery of events.
• Work with the marketing team for external promotion to build wellness thought leadership.
• Foster professional relationships with internal and external stakeholders.

Team Leadership:

• Lead and develop a team of wellness professionals, fostering a culture of excellence, innovation, and customer-centricity.
• Provide guidance, coaching, and performance management to ensure team success.
• Keep the team motivated and build a high-performance collaborative team.
• Develop governance frameworks and work processes.
• Build cordial relationships with cross-functional teams to facilitate daily operations.

Requirements:

• University graduate with 10+ years of experience in the healthcare and wellness industry.
• Demonstrated passion for healthspan innovation, with a strong understanding of wellness trends and developments locally and globally.
• Ability to apply a commercial orientation within operation design with data analytic skills, and experience in 'hospitality' sophisticated solutions.
• Experience in wellness centre operations is a plus.
• Strong leadership skills to lead a diverse team to meet KPIs.
• Strong sense of ownership and proactiveness to drive change.
• Solution-oriented and resilient mindset.
• Ability to function under stress and multiple priorities.
• Excellent presentation skills and ability to influence stakeholders to affect process change.
• Ability to work collaboratively and navigate a matrixed organization and external partnerships.
• Proficiency in spoken and written English, Cantonese, and Mandarin.