FIND YOUR 'BETTER' AT AIA We don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us.
We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.
If you believe in better, we'd love to hear from you. About the Role Lead and manage teams to meet or exceed the client retention and service-to-sales targets, key performance benchmarks, as well as compliance and customer service standards
Responsibilities: Organizational management - Develop a long-term plan to strive for the service excellence and develop an effective service discipline
- Effective monitoring on team progress
- Identify process improvement opportunities on a regular basis
- Motivate team members to work to their potential
- Minimize contract backlogs
- Lead and train up a professional service team to deliver a consistent and responsive service to AIA Corporate Clients
Manage policies documents production - To manage team resources effectively to maintain services benchmark, including service turnaround time, accuracy rate and compliance requirements. Monitor and control team's performance. Responsible for Compliance documentation, record maintenance, quality control and audit coordination
- Implement procedures / measures to streamline and enhance operations workflow
- Provide consultation to other teams and clients (thru AEs) on policies, contracts and products
Customer Service and Administrative Procedures Review - Oversee daily operations for the assigned tasks
- Review and sign-off clients communication materials including but not limited to letters / trust deeds / reports / statements / presentation materials / marketing materials
- Implement control procedures on any risk areas identified and to provide expertise and technical advice to team members and work effectively with Business Support Team to fine-tune and standardize procedures and workflow.
- On-time identification of errors, delays or any other problems, with subsequent diagnosis & resolution via corrective and preventive measures
- Work as a change agent and has the initiative to introduce or facilitate changes in policies and procedures
Client relationship and Service to sales - Provide advice to Sales Team when required including explanation and interpretation of contract terms, policy terms etc.
- Maintain good/close relationship with Sales Team to enhance effective daily operations
People Management - Assist team leader and members in prioritizing tasks and provide clear direction to them when they meet problems
- Coach and supervise staff towards customer-focused orientation and seek continuous improvement
- Manage and motivate staff to enhance competencies and performance
- Coach and mentor team members for staff development
- Identify potential staff to build pool of future leaders
Other Responsibilities - Lead and coordinate on projects / assignments
- Effectively allocate resources among teams
- Perform any other duties and projects designated by superior
Requirements: - University graduate with minimum 10 years customer services/operations experience of which 5 years in managerial positions
- Preferably IIQE (paper 1, 2, 3 & 4) licensed
- Good knowledge on group insurance operations and products, MPF/ORSO retirement schemes
- Self-motivated and customer orientated
- Good team player
- Detail 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
Others: - You are required to obtain relevant license if your job involves in regulated activities
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.