CS Governance & Pension Administration, Specialist

aia; Hong Kong; On-site; HKD 520,000 - 720,000; Full time

Job summary

AIA in Hong Kong seeks an experienced operations leader to drive pension administration, oversee governance and service excellence, and lead a team to deliver reliable customer outcomes while ensuring regulatory compliance.

The role emphasizes end-to-end ownership, monitoring, control, and proactive client management to uphold high standards across portfolios and distribution channels.

Qualifications

• University graduate with minimum 6–7 years customer services/operations experience
• At least 1 year in supervisory positions
• Good knowledge on MPF/ORSO retirement schemes, group insurance and investment products
• Must be a team player and customer oriented

Responsibilities

• Oversee operations and portfolio administration with regulatory compliance
• Monitor governance, reporting, and audit readiness across pension administration
• Lead and manage teams to achieve service excellence and client satisfaction
• Review client communications and ensure timely resolution of cases
• Perform quality checks and coordinate cross-team investigations
• Develop control procedures and drive process improvements
• Maintain client relationships and handle escalated cases

Skills

Customer service

Operations

Team leadership

Communication skills

Interpersonal skills

Time management

Organizational skills

Staff coaching

Supervisory skills

PC skills

Bilingual (Chinese/English)

Education

University degree

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 overseeing monitoring, control tracking, and management reporting to ensure strong governance, audit readiness, and compliance with regulatory requirements across pension administration operations.

Lead and manage team(s) to achieve service excellence, meet key performance benchmarks, and uphold compliance and customer service standards.

Responsibilities:

Operations & Portfolio Administration

• Ensure proper execution of case handling and follow-up actions in accordance with regulatory requirements
• Provide high-quality customer service and administration services to the assigned portfolio
• Oversee customer service delivery and daily operations for the assigned portfolio / distribution channel
• Review all forms of client communication materials, including but not limited to letters, agreements, trust deeds, reports, statements, and presentation materials
• Perform quality checks on case handling and follow-up completeness
• Coordinate with different teams to ensure timely and accurate resolution of cases
• Conduct client visits, presentations, and member briefings; handle client enquiries and complaints

Administrative Procedures Review & Control

• Closely monitor databases, reports, queues, and systems used for performance tracking, ensuring completeness and adherence to regulatory and service timelines
• Perform case ageing monitoring and track timelines
• Identify overdue or at-risk cases and trigger escalation and follow-up actions
• Develop and enhance control procedures for identified risk areas; provide technical advice to team members
• Ensure timely identification of errors, delays, or issues, and drive corrective and preventive actions
• Establish and enforce disciplined monitoring and control frameworks
• Support regulatory reporting and independent review readiness through proper control practices
• Work as a change agent to introduce or facilitate improvements in policies, procedures, and controls

Service Excellence & Client Management

• Monitor service performance and proactively identify improvement opportunities to enhance customer experience
• Achieve service excellence through effective portfolio management and client engagement
• Maintain strong client relationships and take preventive actions to mitigate service risks
• Handle escalated cases and ensure timely resolution to uphold service standards
• Support client-facing initiatives such as briefings, service reviews, and engagement activities

People Management

• Lead, manage, and motivate team members to achieve operational objectives and service excellence
• Assist team members in prioritizing tasks and provide clear direction when issues arise
• Provide coaching and supervision to foster a client-focused mindset and continuous improvement culture
• Build team capability in monitoring, controls, and regulatory compliance practices
• Coach and mentor staff for professional development and succession planning

Reporting, Governance & Other Responsibilities

• Prepare management monitoring reports and governance packs to support oversight and decision-making
• Ensure availability of audit-ready documentation and complete evidence trails
• Conduct analysis of aged cases and identify root causes and trends
• Coordinate and monitor team initiatives and activities
• Act as a module owner to lead projects and process improvements
• Perform any other duties and projects as assigned

Requirements:

• University graduate is preferred with minimum 6 – 7 years customer services/operations experience and at least 1 year in supervisory positions
• Good knowledge on MPF/ORSO retirement schemes, group insurance and investment products
• Self-motivated and customer orientated
• Must be a team player
• Detail oriented
• Good communication and interpersonal skills
• Outgoing personality with good presentation skills
• Good time management and organization skills
• Good staff coaching and supervisory skills
• Good PC skills
• Proficient in both spoken and written Chinese and English
• Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements

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