Client Value Management, Principal (Senior Manager)

AIA (Vietnam) Life Insurance; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

AIA (Vietnam) Life Insurance is seeking a senior professional to lead customer retention and client experience initiatives for EB and pension portfolios in our Hong Kong operations. You will identify retention opportunities and translate insights into actionable programs across the client lifecycle.

The role requires extensive experience in financial services, with strong relationship management and strategic advisory skills, and fluency in English.

Qualifications

• University graduate in business, marketing, or related disciplines.
• 12+ years of solid experience with at least 5 years in managerial roles.
• Experience in transformation initiatives in financial services/insurance.
• Ability to engage and influence senior stakeholders including C-level executives.
• Strong problem-solving, analytical and strategic advisory skills.
• Fluency in English; Chinese is an asset.

Responsibilities

• Lead customer retention and client experience initiatives for EB and pension portfolios.
• Identify retention opportunities and attrition drivers across client lifecycle.
• Design frameworks and playbooks to drive retention programs.
• Collaborate with Digital, IT, Operations, Marketing to support initiatives.
• Prepare management updates for senior stakeholders.
• Drive cross-functional collaboration and align with business objectives.

Skills

Relationship management

Stakeholder management

Strategic advisory

Communication

Insurance industry knowledge

English fluency

Education

Bachelor's degree

Job description

Build a healthier and more sustainable future for everyone.

At AIA, your skills, perspective and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and help turn ideas into positive outcomes for our customers and communities.

Join us to shape what comes next, grow through new experiences and extend your impact across Asia.

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.