# EB Package Servicing & Control, Specialist

**Company**: AIA
**Location**: Hong Kong, HK
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance
**Wikidata**: https://www.wikidata.org/wiki/Q30255387

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/EB-Package-Servicing---Control--Specialist_JR-68442?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_59aefbc4-370

## Description

At AIA, we're creating a healthier, more sustainable future for everyone. We're looking for ambitious people to join us in shaping this future.

**About the Role**

This role contributes to delivering reliable, thoughtful customer outcomes that create meaningful impact. You'll lead and manage teams under EB insurance (Package) to meet client retention and service-to-sales targets, key performance benchmarks, and 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' enquiries and complaints

- Review all forms of client communication materials, including letters, reports, statements, and presentation materials

### Client Retention and Service-to-Sales

- Monitor client retention and service-to-sales activities, such as operational support on up-selling retail products/promoting client retention programs

- Ensure achievement of client retention and service-to-sales targets

- Maintain close client relationships and take precautionary measures to retain the portfolio

### Administrative Procedures Review

- Closely monitor databases/reports/queues/systems used for measuring benchmarks and ensure they're properly updated and completed within service timelines

- Develop control procedures on identified risk areas and provide expertise and technical advice to team members

- Identify errors, delays, or problems, and diagnose and resolve them via corrective and/or preventive measures

- Work as a change agent and introduce or facilitate changes in policies and procedures

### People Management

- Assist team members in prioritizing tasks and provide clear direction when they encounter problems

- Support superiors in coaching and supervising staff towards client-focused and 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 other duties and projects as assigned

**Job Requirements:**

- University graduate with minimum 6-7 years of customer services/operations experience, including 1-2 years in supervisory positions

- Good knowledge of group insurance operation flow and group insurance products

- Self-motivated and customer-oriented

- 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

## Skills

### Required
- customer service
- team management
- group insurance operations
- communication
- interpersonal skills
- presentation skills
- time management
- organization skills
- staff coaching
- supervisory skills
- PC skills
- Chinese
- English

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Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/EB-Package-Servicing---Control--Specialist_JR-68442?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)