Policy Operations & Customer Success Lead

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

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.