# Consultant, Client Communications

**Company**: AIA
**Location**: Singapore, SG-AIA Singapore
**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/Singapore-SG-AIA-Singapore/Consultant--Client-Communications_JR-69498-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7d85be73-07b

## Description

At AIA, we've started an exciting movement to create a healthier, more sustainable future for everyone. We're looking for ambitious people who believe in playing an important part in shaping that future.

**About the Role**

As a Consultant, Client Communications, you will lead the assessment, triage, and resolution of complex customer and public concerns, ensuring appropriate case ownership, stakeholder alignment, and service recovery outcomes. You will serve as a senior escalation point within Client Communications, supporting the Section Head in managing high-risk and sensitive cases.

**Key Responsibilities:**

- Webform Case Intake, Assessment & Triage:

- Serve as the primary triage function for customer and public feedback received through AIA's webform channels.

- Review and assess cases for complexity, customer impact, reputational risk, regulatory implications, and potential escalation indicators.

- Determine the appropriate ownership and resolution pathway.

- Complex Customer Concern Management & Service Recovery:

- Manage complex, sensitive, and emotionally charged customer and public concerns.

- Investigate, engage relevant business units, and evaluate public/customer sentiment, operational impact, and potential risks.

- Exercise strong judgment and empathy to de-escalate, contain situations, rebuild customer confidence, and drive fair and balanced service recovery outcomes.

- Operational Email Support:

- Manage and respond to customer enquiries received through the Email Team's servicing channels.

- Monitor daily queues, prioritise workloads, and support business continuity.

- Escalation Handling:

- Serve as the first level escalation point for complex or sensitive cases encountered by team members.

- Provide guidance on case assessment, stakeholder engagement, response strategies, and customer management approaches.

- Operational & Team Oversight:

- Support the Section Head in monitoring operational performance, quality of service, and team productivity.

- Conduct quality reviews, identify coaching opportunities, and guide team members on process compliance, communication standards, and best practices.

- Stakeholder Management & Representation:

- Represent Client Communications in cross-functional discussions when necessary.

- Provide operational insights and recommendations on customer concerns, escalation trends, ownership discussions, and process improvements.

- Strategic & Departmental Initiatives:

- Partner with the Section Head on strategic, operational, and governance initiatives.

- Undertake additional responsibilities and special assignments as required.

**Benefits:** AIA offers opportunities for career and personal growth, and supports employees in living Healthier, Longer, Better Lives.

## Skills

### Required
- customer service
- communication
- problem-solving
- empathy
- judgment

---

Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Singapore-SG-AIA-Singapore/Consultant--Client-Communications_JR-69498-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)