Client Value Management, Principal

aia; Hong Kong; On-site; HKD 800,000 - 1,100,000; Full time

Job summary

AIA in Hong Kong is looking for a seasoned professional specializing in customer retention and experience. This role focuses on enhancing client relationships, developing retention strategies, and fostering collaboration across various teams.

The ideal candidate will bring over 12 years of relevant experience, with a strong managerial background and a deep understanding of the financial services sector. Proficiency in English is required, and knowledge of Chinese is advantageous.

Qualifications

• 12+ years of experience in business strategy or customer retention.
• Minimum 5 years of managerial experience in financial services.
• Fluency in English, proficiency in Chinese is a plus.

Responsibilities

• Enhance customer retention and client experience.
• Develop retention programs and design frameworks.
• Foster cross-functional collaboration across teams.

Skills

Customer retention

Business strategy

Stakeholder management

Problem-solving

Presentation skills

Education

University degree in business or related fields

Job description

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

Responsible for providing services to customers relating to areas such as sales, sales promotions, billing inquiries, service requests, suggestions and complaints.

Responsibilities

• Act as an ambassador for the team, fostering cross‑functional collaboration, ensuring strategic alignment across business units, and strengthening the team’s presence within AIA.
• Develop and drive customer retention and client experience initiatives for EB and pension clients, aligned with Corporate Client Service priorities and business objectives.
• Identify key retention opportunities and attrition drivers across the client lifecycle, and translate insights into structured, actionable initiatives.
• Design and establish retention programs, frameworks, and playbooks to support consistent and effective execution by the Customer Retention team and relevant stakeholders.
• Review key client journeys and propose experience enhancements across people, process, and systems in collaboration with internal stakeholders.
• Partner with Digital, IT, Operations, Marketing, and other functions to support experience‑led and digital initiatives aligned with retention objectives.
• Coordinate cross‑functional inputs to ensure timely delivery, effective implementation, and alignment of agreed initiatives.
• Define success metrics and tracking mechanisms to monitor the effectiveness of retention and client experience initiatives.
• Prepare management updates, recommendations, and presentation materials for senior stakeholders.
• Support ad‑hoc projects and initiatives related to customer retention and client servicing experience as required.
• Improvement in customer retention and persistency for EB and pension portfolios.

Requirements

• University graduate, preferably in business, customer experience, marketing, digital, or related disciplines.
• 12+ years of solid experience, including at least 5 years of managerial experience with a focus on business strategy, customer retention, and/or transformation initiatives in financial services.
• Consulting background with experience in transformation projects preferred, particularly within the insurance industry.
• Strong business knowledge in the insurance industry, with knowledge in the corporate servicing and pension business as an added advantage.
• Proven ability to engage and influence senior stakeholders, including C-level executives, through strong relationship management, communication and strategic advisory skills.
• Proven ability to identify innovation opportunities, define and deliver innovative solutions.
• Strong problem‑solving and decision‑making abilities.
• Experience in driving projects by providing a clear project framework, clarity on content and deliverables, and effective stakeholder engagement.
• Excellent verbal, written, and presentation skills; fluency in English is required, while proficiency in Chinese is an asset.
• Open‑minded, with the ability to consider different stakeholder views and make customer‑centric decisions that create win‑win solutions for all involved.

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.