Agency Operations & Management Support, Specialist / Consultant

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a senior leader to manage Agency Operations and Management Support Teams, ensuring efficient and accurate services to agency staff and internal departments. The role emphasizes customer-centric delivery and end-to-end ownership to improve the customer journey.

You will oversee BAU operations, agency operations, and management support, drive process improvements, and coordinate with LUSEB and other departments.

Qualifications

• University graduate in any discipline.
• Minimum 10 years working experience in financial industries, with agency administration or sales support and at least 3 years in a managerial role.
• Strong leadership, strategic thinking and cross-team collaboration.

Responsibilities

• Oversee BAU operations and quality administrative support to agency staff and departments.
• Lead Agency Operations to ensure timely, accurate activities such as licensing, registrations, and correspondence with regulators.
• Drive process improvements, manage budgets, and oversee meetings and governance tasks.

Skills

Execution focus

Analytical skills

People leadership

Attention to detail

Strategic mindset

Team player

MS Office / English & Chinese

Education

University degree in any discipline

10+ years in financial industries (insurance preferred)

Job description

To manage and accountable for the overall operations of Agency Operations and Management Support Teams so as to provide efficient and quality support to agency, Agency Business Development Department, management & internal departments.
This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Roles and Responsibilities

• BAU Operations and Support (70%)
• Agency Operations (30%)
  • Assist Head of AOMS to manage daily operations of the team ensuring its efficiency and accuracy according to pre-defined timeline.
  • Ensure the team to provide timely, accurate and quality administrative support to agency, including but not limited to agency administrative staff S-code creation and maintenance, IANG, TTPS & others Visa Renewal Reference Letter, AIG Protector Enrollment & Renewal, MDRT registration, all sorts of agency communication, etc. as assigned by management.
  • Responsible for appeal management for agent benefits, conventions & contests; recommend appeal decision for management endorsement as well as to prepare & review related statistics for management review.
  • Oversee the handling of agent’s related complaints as well as regulators such as IA and MPFA’s correspondence and liaise with Agency Business Development Teams and related departments on agency compliance related tasks/case investigation and to maintain case record and report.
  • Ensure the team to provide timely, accurate and quality agency non-onboarding registration and maintenance support, including but not limited to license renewal, reference checking, agents’ termination & deregistration, leaders’ promotion & demotion, policy assignment, last payment & Pfund withdrawal request.
  • Initiate process simplification & improvement.
  • Perform annual task such as data deletion, annual recertification, agent termination system enhancement, reminder automation, etc. as assigned by management.
• Management Support (20%)
  • Handle all related tasks of LUSEB Exco Meeting and LUSEB ABDD meetings.
  • Lead the team to ensure smooth and timely operations with accuracy and efficiency on agency leader challenges / appointment, external awards application, external / agency sponsorship, Agency Share Purchase Plan, Agency Enhancement Program, DD Growth Bonus etc.
  • Analyze the trend of the above program to provide insight for further improvement on program efficiency and operation efficiency to management.
  • Oversee appeal management for agent appointment / external awards, recommend appeal decision for management endorsement as well as to prepare & review related statistics for management review.
  • Monitor the operation of agency LaiSee sponsorship to ensure proper approval is sought and overall expense is within annual budget.
  • Oversee the annual review exercise for agency manuals to ensure all relevant departments provide timely update and communication with agency.
  • Ensure agency enquiry mailbox are responded timely and effectively.
• Business Partner Management (20%) and Agency Admin Transformation (20%) and Staff Management (10%)
  • Manage different business partners including but limited to Blue Cross, AIG, CCBA and BEA re agency compensation negotiation, on-going operational support and agency communication review.
  • Constantly review documented procedures and streamline workflows / procedures, provide recommendations to improve job efficiency and accuracy.
  • Participate in company / agency events / special task force / projects / committees as assigned with regards to agency business development’s initiatives and business / agents activities, etc.
  • Assist Head of AOMS to drive process improvement projects in particular streamline and eliminate non-value added workflows / procedures, recommend improvement measures to mitigate any possible risk.
  • Establish documented workflows / procedures as well as participate in various system migration projects.
  • Effective resources allocation for delivering the most efficient and quality support.
  • If applicable, supervise subordinates’ job performance, provide guidance, coaching & training to them; skill transfer to uplift their skills and knowledge so as to equip them to get prepared to move up to a more senior level.
  • Identify and develop potential successor with skill transfer ensuring business continuity.

Minimum Job Requirements

Education & Experience

• University graduated in any discipline
• Minimum 10 years working experience in financial industries preferably in insurance field with relevant experience in agency administration or sales support and with at least 3 years at managerial level.

Specific Skills

• Determination to change with execution capability
• Highly motivated with sound analytical, decision making and time management skills
• A strong and positive leader with impactful people management skills
• High degree of flexibility, adaptability and attentive to details
• Think and act strategically and possess with strong planning, organizing, problem solving, influencing and communication skills
• A good team player, enthusiastic and pursue for excellence
• Proficient in MS Office with good command of both spoken and written English and Chinese

Others

• You are required to obtain relevant license if your job involves in regulated activities.