Pension Governance & Client Services Lead

aia; Hong Kong; On-site; HKD 520,000 - 720,000; Full time

Job summary

AIA in Hong Kong seeks an experienced operations leader to drive pension administration, oversee governance and service excellence, and lead a team to deliver reliable customer outcomes while ensuring regulatory compliance.

The role emphasizes end-to-end ownership, monitoring, control, and proactive client management to uphold high standards across portfolios and distribution channels.

Qualifications

• University graduate with minimum 6–7 years customer services/operations experience
• At least 1 year in supervisory positions
• Good knowledge on MPF/ORSO retirement schemes, group insurance and investment products
• Must be a team player and customer oriented

Responsibilities

• Oversee operations and portfolio administration with regulatory compliance
• Monitor governance, reporting, and audit readiness across pension administration
• Lead and manage teams to achieve service excellence and client satisfaction
• Review client communications and ensure timely resolution of cases
• Perform quality checks and coordinate cross-team investigations
• Develop control procedures and drive process improvements
• Maintain client relationships and handle escalated cases

Skills

Customer service

Operations

Team leadership

Communication skills

Interpersonal skills

Time management

Organizational skills

Staff coaching

Supervisory skills

PC skills

Bilingual (Chinese/English)

Education

University degree

Job description

AIA in Hong Kong seeks an experienced operations leader to drive pension administration, oversee governance and service excellence, and lead a team to deliver reliable customer outcomes while ensuring regulatory compliance.

The role emphasizes end-to-end ownership, monitoring, control, and proactive client management to uphold high standards across portfolios and distribution channels.