Senior Advisor, Employee Benefits & Policy Operations

AIA Hong Kong; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

AIA Hong Kong is seeking a Senior Advisor for Employee Benefits Contracting to help ensure service-to-sales targets, client retention, and compliance. The role emphasizes customer-first decision making, end-to-end ownership, and cross-team collaboration to improve the customer journey.

Responsibilities include drafting policy documents, reviewing agreements, and coaching junior staff while maintaining high productivity and quality standards.

Qualifications

• 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.

Responsibilities

• Prepare productivity reports on policy issuance
• Prepare, draft, and issue policy documents (including non-standard and complicated policies) and ensure productivity is above 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.

Skills

Customer service experience

Operations experience

Bilingual Chinese and English

Communication skills

Teamwork

Education

University degree

Job description

AIA Hong Kong is seeking a Senior Advisor for Employee Benefits Contracting to help ensure service-to-sales targets, client retention, and compliance. The role emphasizes customer-first decision making, end-to-end ownership, and cross-team collaboration to improve the customer journey.

Responsibilities include drafting policy documents, reviewing agreements, and coaching junior staff while maintaining high productivity and quality standards.