Client Value Management, Principal (Senior Manager)

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 1,500,000 - 2,300,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a senior Customer Retention and Client Experience leader to drive retention initiatives for EB and pension portfolios. You will partner with Digital, IT, Operations, Marketing and other functions to design programs and measurable improvements.

You have 12+ years in financial services, with 5+ years in leadership, strong stakeholder management, and fluency in English; Chinese is a plus.

Qualifications

• 12+ years of solid experience including at least 5 years in managerial roles focused on business strategy, retention, and transformation initiatives in financial services
• Consulting background with transformation project experience, preferably in the insurance industry
• Strong knowledge of the insurance industry with corporate servicing and pension business is an asset
• Proven ability to engage and influence senior stakeholders, including C-level executives, through strong relationship management, communication and advisory skills
• Proven ability to identify innovation opportunities and deliver innovative solutions
• Strong problem-solving and decision-making abilities
• Experience driving projects by providing a clear project framework, deliverables, and effective stakeholder engagement
• Excellent verbal, written, and presentation skills; fluency in English required, Chinese a plus
• Open-minded, customer-centric decision maker

Responsibilities

• Foster cross-functional collaboration and align strategy across business units
• Develop retention and client experience initiatives for EB and pension clients
• Identify retention opportunities and attrition drivers along the client lifecycle
• Design retention programs and playbooks for the Customer Retention team
• Review client journeys and propose experience enhancements with stakeholders
• Partner with Digital, IT, Operations, Marketing to support retention and digital initiatives
• Coordinate cross-functional inputs for timely delivery and alignment
• Define success metrics and tracking for retention initiatives
• Prepare management updates and materials for senior stakeholders
• Support ad-hoc projects related to customer retention and servicing experience
• Improve retention and persistency for EB and pension portfolios

Skills

Stakeholder management

Executive communication

Customer retention

Business strategy

Transformation initiatives

Education

Bachelor's degree or higher in business/related field

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.

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.