EB Package Servicing & Control, Specialist

aia; Hong Kong; On-site; HKD 520,000 - 640,000; Full time

Job summary

AIA in Hong Kong is seeking an experienced Customer Service Manager to lead the EB Insurance team, delivering reliable and customer-focused outcomes and driving journey improvements across channels.

You will oversee daily operations, client retention, service-to-sales initiatives, and risk controls, coaching onshore and offshore staff, and coordinating cross-functional projects to meet deadlines.

Qualifications

• University graduate with 6–7 years customer services/operations experience, including 1–2 years in supervisory positions.
• Good knowledge on group insurance operation flow and group insurance products.
• Self-motivated and customer orientated.
• 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.

Responsibilities

• Provide satisfactory customer service and administration services to the assigned portfolio.
• Oversee customer services and daily operations for the assigned portfolio/distribution channel.
• Conduct client visits, presentations and members’ briefings and handle clients’ enquiries and complaints.
• Review all form of clients communication materials including but not limited to letters, reports, statements and presentation materials.
• Monitor client retention and service-to-sales activities such as operation support on up-selling retail products/promoting our client retention programs etc.
• Ensure achievement of client retention and service-to-sales targets.
• Maintain close client relationship and take precautionary measures whenever necessary to retain the portfolio.
• Closely monitor the database/reports/queues/system that are used for measuring the benchmark and ensure they are properly updated and completed within service timeline.
• Develop control procedures on any risk areas identified and to provide expertise and technical advice to team members.
• On-time identification of errors, delays or any other problems, with subsequent diagnosis & resolution via corrective and/or preventive measures.
• Work as a change agent and take the initiative to introduce or facilitate changes in policies and procedures.
• Assist team members (both onshore and offshore teams) in prioritizing tasks and provide clear direction to team members when they meet problems.
• Provide support to superior in coaching and supervising staff towards client-focused and seeks continuous improvement.
• Manage and motivate staff to enhance competencies and performance.
• Coach and mentor team members for staff development.
• Coordinate and monitor the team’s initiatives/activities.
• Act as a module owner to lead projects.
• Perform any other duties and projects as assigned.

Skills

Customer service

Operations management

Supervisory skills

Communication

Interpersonal skills

Presentations

Time management

Coaching

Education

University degree

Tools

MS Office

Job description

About the Role

Customer Centricity - 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.

Lead and manage team(s) under EB insurance (Package) to meet or exceed the client retention and service-to-sales targets, key performance benchmarks, as well as compliance and customer service standards.

Responsibilities

Provide satisfactory customer service and administration services to the assigned portfolio

• Oversee customer services and daily operations for the assigned portfolio/distribution channel
• Conduct client visits, presentations and members’ briefings and handle clients’ enquiries and complaints
• Review all form of clients communication materials including but not limiting to letters, reports, statements and presentation materials

Client Retention and Service-to-sales

• Monitor client retention and service-to-sales activities such as operation support on up-selling retail products/promoting our client retention programs etc
• Ensure achievement of client retention and service-to-sales targets
• Maintain close client relationship and take precautionary measures whenever necessary to retain the portfolio

Administrative Procedures Review

• Closely monitor the database/reports/queues/system that are used for measuring the benchmark and ensure they are properly updated and completed within service timeline.
• Develop control procedures on any risk areas identified and to provide expertise and technical advice to team members
• On-time identification of errors, delays or any other problems, with subsequent diagnosis & resolution via corrective and/or preventive measures
• Work as a change agent and take the initiative to introduce or facilitate changes in policies and procedures

People Management

• Assist team members (both onshore and offshore teams) in prioritizing tasks and provide clear direction to team members when they meet problems
• Provide support to superior in coaching and supervising staff towards client-focused and seeks continuous improvement
• Manage and motivate staff to enhance competencies and performance
• Coach and mentor team members for staff development

Other responsibilities

• Coordinate and monitor the team’s initiatives/activities
• Act as a module owner to lead projects
• Perform any other duties and projects as assigned

Job Requirements

• University graduate is preferred with minimum 6 – 7 years customer services/operations experience of which 1 – 2 years in supervisory positions
• Good knowledge on group insurance operation flow and group insurance products
• Self-motivated and customer orientated
• 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

Others

• Required to obtain relevant licenses if your job involves in regulated activities
• Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements