CS Governance & Pension Administration, Senior Advisor

aia; Hong Kong; On-site; HKD 400,000 - 500,000; Full time

Job summary

AIA in Hong Kong is seeking a dedicated professional to contribute to customer outcomes by delivering exceptional service and support. The role involves end-to-end case administration, ensuring compliance and resolving issues effectively. Applicants should possess a university degree, at least 5 years of customer service experience, and proficiency in both Chinese and English.

This position emphasizes teamwork and communication, as well as a strong focus on customer satisfaction and operational excellence.

Qualifications

• Minimum 5 years customer services/operations experience.
• Proficient in both spoken and written Chinese and English.
• Self-motivated and customer oriented.

Responsibilities

• Execute end-to-end case handling in accordance with regulatory requirements.
• Support delivery of service excellence through accurate and timely case handling.
• Maintain effective communication with clients for issue resolution.

Skills

Customer service orientation

Detail oriented

Communication skills

Team player

Education

University graduate preferred

Job description

About the Role

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.

Responsible for handling end‑to‑end case administration and follow‑ups to achieve key performance benchmarks, including compliance with regulatory requirements and customer service standards. Supervise and support sub‑teams in daily operations to achieve service excellence and ensure timely resolution of cases for clients (employers and members).

Responsibilities

Operations & Portfolio Administration

• Execute end‑to‑end case handling and follow‑up activities in accordance with regulatory requirements
• Provide operational and administrative support for the assigned portfolio
• Perform timely follow‑ups, including recurring chasers, to ensure cases are properly resolved
• Handle client enquiries and support resolution of issues raised by employers and members
• Prepare and review basic client communication materials (e.g. letters, confirmations, standard notices)
• Ensure completeness and accuracy of case documentation and records
• Coordinate with internal teams to support timely and accurate case resolution

Administrative Procedures & Case Monitoring

• Update and maintain case records, trackers, and systems to ensure data accuracy and completeness
• Monitor assigned cases to ensure adherence to regulatory and service timelines
• Perform basic case ageing tracking and follow up on outstanding items
• Identify incomplete, delayed, or incorrect cases and escalates to supervisor where required
• Support implementation of control procedures and ensure compliance with prescribed processes
• Assist in identifying operational issues and support corrective actions

Service Delivery & Client Support

• Support delivery of service excellence through accurate and timely case handling
• Maintain effective communication with clients to facilitate information collection and issue resolution
• Assist in handling escalated cases under supervision
• Support client engagement activities such as briefings and service communications when required

Team Support

• Work collaboratively with team members to meet operational targets
• Follow guidance from supervisors and escalates issues promptly
• Support team initiatives and contribute to process improvements

Other Responsibilities

• Assist in preparing basic reports or case summaries as required
• Support ongoing projects, system enhancements, or process changes
• Perform any other duties as assigned

Requirements

• University graduate is preferred
• Minimum 5 years customer services/operations experience
• Good knowledge of MPF/ORSO/Macau retirement schemes
• Self‑motivated and customer orientated
• Detail oriented
• Must be a team player
• Good communication and interpersonal skills
• Outgoing personality with good presentation skills
• Good time management and organisation skills
• Proficient in both spoken and written Chinese and English

Other

• Required to obtain the license of Insurance Authority (IA) (Paper 1, 2 and 3) and Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4)
• Required to obtain the relevant license(s) if your job involves regulated activities