CS Governance & Pension Administration, Senior Advisor (12-month Contract)

aia; Hong Kong; On-site; HKD 334,800 - 602,640; Full time

Job summary

AIA in Hong Kong is seeking a customer services professional to support end-to-end case administration for employers and members, delivering reliable outcomes and a high standard of service.

You will collaborate across teams, monitor case records, and assist with reports and process improvements, while ensuring regulatory compliance and clear client communications.

Qualifications

• University graduate is preferred with minimum 5 years customer services/operations experience.
• Good knowledge on MPF/ORSO/Macau retirement schemes.
• Proficient in both spoken and written Chinese and English.
• Self-motivated and customer orientated.
• Good communication and interpersonal skills.
• Outgoing personality with good presentation skills.
• Good time management and organization skills.

Responsibilities

• 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.
• 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 elevate to supervisor where required.
• Support implementation of control procedures and ensure compliance with prescribed processes.
• Assist in identifying operational issues and support corrective actions.
• 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.
• Work collaboratively with team members to meet operational targets.
• Follow guidance from supervisors and elevate issues promptly.
• Support team initiatives and contribute to process improvements.
• Assist in preparing basic reports or case summaries as required.
• Support ongoing projects, system enhancements, or process changes.
• Perform any other duties as assigned.

Skills

Customer service

Operations

Case administration

Regulatory compliance

Communication skills

Interpersonal skills

Time management

Presentation skills

Education

University graduate

Job description

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

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 elevate 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 elevate 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 with minimum 5 years customer services/operations experience
• Good knowledge on MPF/ORSO/Macau retirement schemes
• Proficient in both spoken and written Chinese and English
• Self‑motivated and customer orientated
• Good communication and interpersonal skills
• Outgoing personality with good presentation skills
• Good time management and organization skills

Others:

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