Wellness Centre Lead

Build a healthier and more sustainable future for everyone.

Lead the formulation of wellness strategy for AIA, design customer-centric, industry-leading wellness programs, and manage the operations of AIA Alta Wellness Haven.

Strategy Formulation and Transformation

• Define the wellness proposition strategy for 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 abreast of global and local wellness trends to drive innovation of appealing wellness offerings to prestigious customers
• Analyze centre financials and customer profile 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

• Conduct regular review with Service Partner(s) to ensure operations quality met with SLA at the HNW Wellness Centre
• Oversee day-to-day operations and P&L 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 the 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 mechanism to ensure effective handling and investigations of the complaints from customer and channel, 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 team to develop channel engagement plan
• Collaborate with service providers, channels, and Club Alta team to co-design events, agency contests, and member communications
• Ensure proper event management in place and supervise centre staff to ensure successful delivery of event
• Work with 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 team motivated and build a high-performance collaborative team
• Develop governance framework and work process
• Build cordial relationship with cross-functional teams to facilitate daily operations

Minimum Job Requirements

• University graduate with 10 years+ experience in healthcare and wellness industry
• Demonstrate passion in healthspan innovation, with strong sense of wellness trends and developments locally and globally
• Ability to apply a commercial orientation within operation design with data analytic skill, with experience in “hospitality” sophisticated solutions
• Experience of wellness centre operations is a plus
• Strong leadership skill to lead a diverse team to meet KPIs
• Strong sense of ownership and proactiveness to drive for change
• Solution-oriented and resilient mindset
• Able to function under stress and multiple priorities
• Excellent presentation skills and able 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