Senior Client Value & Retention Architect — Pension & EB

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 1,500,000 - 2,300,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a senior Customer Retention and Client Experience leader to drive retention initiatives for EB and pension portfolios. You will partner with Digital, IT, Operations, Marketing and other functions to design programs and measurable improvements.

You have 12+ years in financial services, with 5+ years in leadership, strong stakeholder management, and fluency in English; Chinese is a plus.

Qualifications

• 12+ years of solid experience including at least 5 years in managerial roles focused on business strategy, retention, and transformation initiatives in financial services
• Consulting background with transformation project experience, preferably in the insurance industry
• Strong knowledge of the insurance industry with corporate servicing and pension business is an asset
• Proven ability to engage and influence senior stakeholders, including C-level executives, through strong relationship management, communication and advisory skills
• Proven ability to identify innovation opportunities and deliver innovative solutions
• Strong problem-solving and decision-making abilities
• Experience driving projects by providing a clear project framework, deliverables, and effective stakeholder engagement
• Excellent verbal, written, and presentation skills; fluency in English required, Chinese a plus
• Open-minded, customer-centric decision maker

Responsibilities

• Foster cross-functional collaboration and align strategy across business units
• Develop retention and client experience initiatives for EB and pension clients
• Identify retention opportunities and attrition drivers along the client lifecycle
• Design retention programs and playbooks for the Customer Retention team
• Review client journeys and propose experience enhancements with stakeholders
• Partner with Digital, IT, Operations, Marketing to support retention and digital initiatives
• Coordinate cross-functional inputs for timely delivery and alignment
• Define success metrics and tracking for retention initiatives
• Prepare management updates and materials for senior stakeholders
• Support ad-hoc projects related to customer retention and servicing experience
• Improve retention and persistency for EB and pension portfolios

Skills

Stakeholder management

Executive communication

Customer retention

Business strategy

Transformation initiatives

Education

Bachelor's degree or higher in business/related field

Job description

AIA Hong Kong and Macau is seeking a senior Customer Retention and Client Experience leader to drive retention initiatives for EB and pension portfolios. You will partner with Digital, IT, Operations, Marketing and other functions to design programs and measurable improvements.

You have 12+ years in financial services, with 5+ years in leadership, strong stakeholder management, and fluency in English; Chinese is a plus.