Employee Benefits Contracting, Senior Advisor

AIA Company Limited; Hong Kong; On-site; HKD 450,000 - 650,000; Full time

Job summary

AIA Company Limited in Hong Kong is seeking an experienced customer service/operations professional to enhance policy issuance efficiency and customer outcomes. The role emphasizes end-to-end ownership, cross-team collaboration, and maintaining high standards of service and compliance.

Responsibilities include preparing productivity reports, drafting policy documents, reviewing agreements, and coaching junior staff.

Qualifications

• Bachelor’s degree or equivalent.
• Minimum 5 years in customer services/operations.
• Proficient in both Chinese and English, written and spoken.

Responsibilities

• Prepare productivity reports on policy issuance.
• Draft and issue policy documents, ensuring quality and KPI targets.
• Identify problems in policy issuance and implement enhancements.
• Review miscellaneous agreements and correspondence.
• Complete customer tasks promptly and respond to questions.
• Support team in coaching and resource planning.
• Lead modules/projects and provide guidance to junior staff.

Skills

Customer service

Communication

Time management

Bilingual Chinese/English

Education

Bachelor’s degree

Job description

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.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.