Client Value Management, Principal (Senior Manager)

AIA International Limited; Hong Kong; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

AIA is seeking an experienced senior professional to lead customer retention and client experience initiatives across EB and pension clients in the corporate servicing space. You will engage senior stakeholders, drive strategic retention programs, and collaborate with Digital, IT, Operations, Marketing, and other functions to deliver impact.

The role requires a strong background in financial services, insurance, and transformation projects, with excellent communication and analytic skills to

Qualifications

• 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

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.

Skills

Stakeholder management

Strategic advisory

Customer retention

Transformation initiatives

English fluency

Education

University degree (Business/Marketing/Digital)

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.

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.

Better starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.