Senior Policy & Customer Experience Leader

AIA; Hong Kong; Vor Ort; HKD 540.000 - 780.000; Vollzeit

Zusammenfassung

AIA is seeking a customer-focused professional with strong operations experience to support policy issuance and client services in Hong Kong. The role emphasizes end-to-end ownership, issue resolution, and collaboration across teams to improve the customer journey.

The ideal candidate will manage complex policies, draft documents, review agreements, and coach junior staff while maintaining high standards of accuracy and timing. Fluency in Chinese and English is required.

Qualifikationen

• University graduate with customer services/operations experience or equivalent.
• Proficient in Chinese and English (written and spoken).
• Good communication and interpersonal skills; ability to coach staff.

Aufgaben

• Prepare productivity reports on policy issuance.
• Prepare, draft, and issue policy documents (including non-standard and complicated policies) while keeping productivity above KPI and maintaining quality.
• Identify problems in the policy issuance process; propose enhancements and implement them.
• Review and handle miscellaneous agreements and correspondence.
• Complete customers' tasks promptly and respond to related questions.
• Assist in reviewing documents and procedures to enhance controls and efficiency.
• Lead projects as a module owner when required; coach junior staff.
• Provide support to Team Leader in prioritising tasks and resource planning.

Kenntnisse

Customer service

Communication skills

Teamwork

Coaching

Time management

Presentation skills

Detail oriented

Policy knowledge

Ausbildung

Bachelor's degree

Tools

MS Office

Jobbeschreibung

AIA is seeking a customer-focused professional with strong operations experience to support policy issuance and client services in Hong Kong. The role emphasizes end-to-end ownership, issue resolution, and collaboration across teams to improve the customer journey.

The ideal candidate will manage complex policies, draft documents, review agreements, and coach junior staff while maintaining high standards of accuracy and timing. Fluency in Chinese and English is required.