Employee Benefits Contracting, Senior Advisor

AIA; Hong Kong; On-site; HKD 540,000 - 780,000; Full time

Job summary

AIA is seeking a customer-focused professional with strong operations experience to support policy issuance and client services in Hong Kong. The role emphasizes end-to-end ownership, issue resolution, and collaboration across teams to improve the customer journey.

The ideal candidate will manage complex policies, draft documents, review agreements, and coach junior staff while maintaining high standards of accuracy and timing. Fluency in Chinese and English is required.

Qualifications

• University graduate with customer services/operations experience or equivalent.
• Proficient in Chinese and English (written and spoken).
• Good communication and interpersonal skills; ability to coach staff.

Responsibilities

• Prepare productivity reports on policy issuance.
• Prepare, draft, and issue policy documents (including non-standard and complicated policies) while keeping productivity above KPI and maintaining quality.
• Identify problems in the policy issuance process; propose enhancements and implement them.
• Review and handle miscellaneous agreements and correspondence.
• Complete customers' tasks promptly and respond to related questions.
• Assist in reviewing documents and procedures to enhance controls and efficiency.
• Lead projects as a module owner when required; coach junior staff.
• Provide support to Team Leader in prioritising tasks and resource planning.

Skills

Customer service

Communication skills

Teamwork

Coaching

Time management

Presentation skills

Detail oriented

Policy knowledge

Education

Bachelor's degree

Tools

MS Office

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.

Better starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what better looks like.