Employee Benefits Contracting, Senior Advisor

AIA (Vietnam) Life Insurance; Hong Kong; Sur place; HKD 480 000 - 600 000; Plein temps

Résumé du poste

AIA invites a seasoned customer services/operations professional to join our Hong Kong team. You will lead the team to meet service-to-sales targets, improve policy issuance processes, and maintain high standards of customer care, compliance and accuracy.

You will coach junior staff, collaborate across functions, and communicate effectively in Chinese and English to deliver reliable outcomes for policyholders and partners.

Qualifications

• University graduate with 5+ years in customer services/operations.
• Strong knowledge of group life and medical insurance.
• Proficient in Chinese and English, written and spoken.

Responsabilités

• Prepare productivity reports on policy issuance.
• Draft and issue policy documents, ensuring productivity and quality.
• Identify bottlenecks in policy issuance and recommend improvements.
• Review miscellaneous agreements and correspondence.
• Complete customer requests promptly and accurately.
• Support responses to customer inquiries and related questions.
• Assist in controls reviews and process enhancements to raise efficiency.
• Lead modules/projects and provide guidance to the team.

Connaissances

Customer service leadership

Team coaching

Policy issuance

Chinese & English proficiency

Process improvement

Formation

University degree

Outils

MS Office

Description du poste

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About the Role

• Ensure the Team meets or exceeds the service-to-sales targets and client retention, key performance benchmarks, as well as compliance and customer service standards.
• 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.

Responsibilities

• Prepare productivity reports on policy issuance
• Prepare, draft, and issue policy documents (including non-standard and complicated policies) and ensure productivity is above Key Performance Indicator (KPI), and quality
• Identify problems in the policy issuance process, make recommendations to superiors, and implement enhancements
• Review and handle miscellaneous agreements and correspondence
• Complete customers' requested or related tasks promptly
• Support response to customers' or related questions
• Assist in reviewing necessary documents and review procedures to enhance controls and efficiency
• On-time identification of errors, delays or any other problems, with subsequent diagnosis &resolution via corrective and preventive measures
• Work as a module owner and lead projects where necessary
• Provide advice to Distribution Team when required
• Provide support to Team Leader in coaching and supervising junior/new staff, and seek continuous improvement
• Assist team members in prioritizing tasks and assist Team Leader in arranging resources within the Team
• Coaching junior members on complicated policies
• Perform any other duties and projects as assigned, e.g. Chinese Contracts, System Enhancement or Development, etc.

Requirements

• University graduate with minimum 5 years customer services/operations experience or equivalent
• Good knowledge of group life and medical insurance
• Self-motivated and customer orientated
• Detail oriented
• Good team player
• Good communication and interpersonal skills
• Outgoing personality with good presentation skills
• Good time management and organization skills
• Good staff coaching skills
• Good PC skills
• Proficient in both spoken and written Chinese and English
• Required to obtain relevant license if the job involves regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.