EB Package Servicing & Control, Specialist

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