Employee Benefits Contracting, Senior Advisor

AIA Hong Kong and Macau; Hong Kong; Sur place; HKD 420 000 - 540 000; Plein temps

Résumé du poste

AIA Hong Kong and Macau is seeking a capable professional with 5+ years in customer services and operations to enhance policy issuance processes and drive client outcomes. The role emphasizes end-to-end ownership, collaboration across teams, and a customer-first mindset.

You will prepare policy documents, review agreements, and coach junior staff while ensuring timely, accurate service delivery and compliance across all customer interactions.

Qualifications

• University graduate with 5+ years in customer services/operations or equivalent.
• Strong knowledge of group life and medical insurance processes and policy issuance.
• Excellent communication and interpersonal skills; team player.

Responsabilités

• Prepare productivity reports on policy issuance.
• Draft, issue policy documents and ensure productivity and quality above KPI.
• Identify issues in policy issuance; make recommendations and implement enhancements.
• Review and handle miscellaneous agreements and correspondence.
• Complete customers’ requested tasks promptly and assist in answering questions.
• Support team in coaching junior staff and in resource planning.

Connaissances

Customer focus

Policy issuance

Cross-functional

Coaching & mentoring

English/Chinese

Formation

University degree or equivalent

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.

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.