Senior Manager, Customer Ops & Strategy

AIA; Hong Kong; On-site; HKD 700,000 - 900,000; Full time

Benefits offered by this job

IA license preferred

Job summary

AIA in Hong Kong is seeking an experienced professional to deliver customer-centric case advisory services and drive operational excellence across business partners. The role focuses on end-to-end ownership of cases, regulatory compliance, and process improvements to enhance the customer journey.

You will coordinate across teams to ensure complete submissions, efficient processing, and effective communication with partners while promoting a performance-driven culture.

Qualifications

• 10 years of relevant work experience with supervisory responsibilities
• Strong presentation and communication skills
• Fluent written and spoken English and Cantonese

Responsibilities

• Drive to provide quality case advisory service to accelerate closing of new business, POS and other top class support
• Identify needs of selected business partners/segments; design and provide customized operations support
• Manage execution of compensation for business partners
• Onsite advisory and communication with business partners for driving business results
• Drive implementation and communication of rules and guidelines for business partners to ensure regulatory and inhouse operations compliance
• Identify improvement areas and drive implementation to ease operations processes for business partners
• Define and monitor service standards (turnaround times, communication protocols) for each stage of the case lifecycle
• Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements
• Take up ad hoc projects and assignments
• Drive people development and foster performance driven culture

Skills

Organizational skills

Communication skills

English & Cantonese proficiency

Education

Bachelor's degree or equivalent

Job description

AIA in Hong Kong is seeking an experienced professional to deliver customer-centric case advisory services and drive operational excellence across business partners. The role focuses on end-to-end ownership of cases, regulatory compliance, and process improvements to enhance the customer journey.

You will coordinate across teams to ensure complete submissions, efficient processing, and effective communication with partners while promoting a performance-driven culture.