Customer Digital Platform Analyst

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

-\tOversee all operational, issues and enhancement matters for AIA+ (online app and portal) and CRM (Customer Relationship Management) system
-\tEnsure all AIA+ and CRM activities are conducted in accordance with the Company rules and regulations

Responsibilities:

• Work closely with stakeholders including IT, business user, Project Managers on AIA+ issues and enhancements
  
• Ensure AIA+ usability, accuracy and provide recommendation to improve utilization rate
  
• Identify areas to enhance user experience and support AIA+ initiatives and recovery
  
• Assess and review user interface to make AIA+ more intuitive
  
• Participate in business impact analysis and workgroup discussions to recommend best practices/innovative solutions for AIA+
  
• Participate in CRM / AIA+ enhancement requirements workshop for URS documentation.
  
• Review Functional Specification to ensure design and business requirements are met.
  
• Participate in User Acceptance Testing and pilot testing for successful roll out.
  
• Follow up with defects management status within the stipulated time frame.
  
• Assessment and analysis of CRM and AIA+ issues received across all touch points
  
• Update, disseminate, FAQ, error messages, recovery action
  
• Smooth out user journey with customer feedback and issues reported
  
• 2nd level escalation and Ad-hoc call back on reported issues
  
• Develop, maintain and update user guides and FAQs
  
• Create training materials, SOPs and conduct training for new launches and enhancements
  
• Responsible for communications (eDMs) to ensure timely delivery of information to the targeted audience / customers
  
• Any other ad-hoc duties assigned
  

Requirements:

• University Degree
  
• Certifications/licenses - LOMA or ACII is preferred
  
• At least 5 years of experience in FI or insurance industry is preferred
  
• Self-driven, resourceful and results oriented individual with proven track record in driving and achieving results
  
• Strong interpersonal skills, energetic and enthusiastic individual who is able to engage and collaborate with all stakeholders / employees in the company
  
• Good communication skills required in particular creative, strong writing skills and excellent presenter
  
• Enjoys working in a dynamic and fast paced environment
  

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.