Principal, Client Value & Retention – Insurance

AIA Hong Kong; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

AIA Hong Kong is seeking a senior leader to drive customer retention and client experience across EB and pension portfolios. You will partner with Digital, IT, Operations, Marketing and other functions to design and implement retention programs that deliver measurable outcomes for our clients and shareholders.

Ideal candidates bring 12+ years of financial services experience with at least 5 years in a managerial role, strong stakeholder influence, and fluency in English; Chinese language skills

Qualifications

• University graduate in business, customer experience, marketing, digital, or related.
• 12+ years of solid experience including 5+ years in management for strategy, retention or transformation in financial services.
• Consulting background with transformation project experience preferred, especially in insurance.
• Strong insurance industry knowledge, especially corporate servicing and pensions.
• Proven ability to influence C-level executives through relationship management and strategic advice.
• Excellent communication and presentation skills; fluent English; Chinese a plus.
• Customer-centric decision maker with win-win outcomes.

Responsibilities

• Act as ambassador and align across business units within AIA.
• Develop retention and client experience initiatives for EB and pension clients.
• Identify retention opportunities and attrition drivers across the client lifecycle.
• Design retention programs and playbooks for cross-functional teams.
• Review client journeys and propose experience enhancements.
• Coordinate with Digital, IT, Operations, Marketing to support initiatives.
• Define success metrics and reporting for retention initiatives.
• Prepare management updates for senior stakeholders.
• Support ad-hoc projects related to customer retention and servicing.
• Improve retention and persistency for EB and pension portfolios.

Skills

Stakeholder management

Executive communication

Customer retention

Strategic advisory

Transformation projects

Financial services

Presentation skills

Education

University degree

Tools

CRM systems

PowerPoint

Excel

Job description

AIA Hong Kong is seeking a senior leader to drive customer retention and client experience across EB and pension portfolios. You will partner with Digital, IT, Operations, Marketing and other functions to design and implement retention programs that deliver measurable outcomes for our clients and shareholders.

Ideal candidates bring 12+ years of financial services experience with at least 5 years in a managerial role, strong stakeholder influence, and fluency in English; Chinese language skills