Policy & Customer Experience Lead

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer focus

Policy issuance

Cross-functional

Coaching & mentoring

English/Chinese

Education

University degree or equivalent

Tools

MS Office

Job description

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.