Corporate Client Service, Principal

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 the Customer Service Sub-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
• Lead and train up a professional service team to deliver a consistent and responsive service to AIA Corporate Clients

Provide 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
• Perform review & sign-off on communication to clients e.g. letters/deeds/reports/statements/presentation materials

Client Retention and Service-to-sales

• Monitor client retention and service-to-sales activities such as up-selling retail products/promoting our client retention programs etc
• Ensure achievement of client retention and service-to-sales targets
• Maintain close client relationship and take precautionary measures whenever necessary to retain the portfolio

Administrative Procedures Review

• Closely monitor the database/reports/queues/system that are used for measuring the benchmarks and ensure they are properly updated and completed within the regulatory and service timeline
• Develop 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/or preventive measures
• Work as a change agent and has the initiative to introduce or facilitate changes in policies and procedures

People Management

• Assist team leaders and members in prioritizing tasks and provide clear direction to team members when they meet problems
• 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 the sub-teams
• Perform any other duties and projects and prepare management reports as assigned

Requirements:

• University graduate or equivalent with minimum 10 years operations or customer services experience of which 5 years in managerial positions.
• Comprehensive knowledge on MPF/ORSO retirement schemes.
• Self-motivated and customer orientated
• Sound problem solving and decision-making skills
• Planning and organizing skills
• Strong leadership including staff coaching skills
• Excellent communication, interpersonal skills and presentation skills
• Good time/project management skills
• Proficient in both spoken and written Chinese and English.
• Good PC knowledge

Others:

• Preferably IIQE (paper 1,2,3 & 4) licensed
• Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements

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.