Client Value Management, Specialist

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

The role will primarily support the Client Value Management team and will also provide project and delivery support to the Business Enablement team to help drive service uplift and change initiatives. This role is expected to be execution-driven, structured and proactive, translating ideas into workplans, materials and coordinated follow-through.

Support the set-up and delivery of client value and retention initiatives for the Employee Benefits (EB) and pension portfolios, with a focus on member loyalty foundations and related customer experience workstreams.

Responsibilities:

• Support the Client Value Management team to develop and deliver customer experience and retention initiatives, including defining requirements, scope, workplan and governance
• Conduct research and analysis (e.g., customer feedback, servicing data, competitor/market practices where applicable) and convert insights into clear recommendations and options
• Provide support in business case development and coordinate cross-functional inputs to facilitate approval
• Draft and maintain core program artefacts: initiative charters, requirements documents, timeline, RAID log, and steering committee presentations and any relevant presentations to support key stakeholders on decision making
• Coordinate cross-functional stakeholders (CS Operations, Digital/IT, Marketing, Governance, Distribution, Product, Legal & Compliance, Risk etc.) to collect inputs, align actions and drive timely delivery
• Support vendor or partnership onboarding and engagement where appropriate: Coordinate RFI/RFP process, prepare briefs, consolidate feedback, track deliverables and support UAT readiness
• Develop and refine customer-facing and internal materials (e.g., member loyalty initiative collaterals, servicing communications, agent/broker memos, FAQs, briefing decks, training material) in partnership with relevant teams
• Support Business Enablement on process improvement and change activities, including documentation, process mapping, gap analysis, impact assessment, change request tracking and progress reporting
• Prepare management updates, dashboards and presentation materials for senior stakeholders; ensure accuracy, clarity and consistency across messages and artifacts
• Support ad-hoc assignments related to service uplift, operating model changes and transformation initiatives as required

Requirements:

• University graduate, preferably in business, digital, customer experience or related disciplines
• 5-8 years of relevant experience in project delivery, business analysis, transformation, customer engagement or servicing operations within financial services; insurance experience is an advantage
• Consulting background or experience working in a consulting / project-based environment is preferred, particularly in transformation, process improvement, or customer-centric initiatives
• Solid problem-solving and analytical skills; comfortable working with data and turning insights into actions
• Able to structure and translate business requirements clearly and incorporate with system/technical consideration to reinforce the solution feasibility & effectiveness
• Hands-on project management skills: planning, tracking, documentation, and stakeholder coordination
• Exposure to digital initiatives (e.g., requirements gathering, UAT support, vendor coordination, UX collaboration) is preferred
• Strong creativity and innovation orientation; able to translate market trends and customer insights into new, differentiated initiatives
• Strong communication and presentation skills; able to produce clear decks and written materials in English (Chinese is an advantage)
• Self-driven, organized and detail-minded; able to manage multiple priorities and follow through with minimal supervision

Others:

• You are required to obtain the relevant license(s) if your job involves 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.