Senior Policy & Service Excellence Lead

AIA (Vietnam) Life Insurance; Hong Kong; In loco; HKD 480.000 - 600.000; Tempo pieno

Descrizione del lavoro

AIA invites a seasoned customer services/operations professional to join our Hong Kong team. You will lead the team to meet service-to-sales targets, improve policy issuance processes, and maintain high standards of customer care, compliance and accuracy.

You will coach junior staff, collaborate across functions, and communicate effectively in Chinese and English to deliver reliable outcomes for policyholders and partners.

Competenze

• University graduate with 5+ years in customer services/operations.
• Strong knowledge of group life and medical insurance.
• Proficient in Chinese and English, written and spoken.

Mansioni

• Prepare productivity reports on policy issuance.
• Draft and issue policy documents, ensuring productivity and quality.
• Identify bottlenecks in policy issuance and recommend improvements.
• Review miscellaneous agreements and correspondence.
• Complete customer requests promptly and accurately.
• Support responses to customer inquiries and related questions.
• Assist in controls reviews and process enhancements to raise efficiency.
• Lead modules/projects and provide guidance to the team.

Conoscenze

Customer service leadership

Team coaching

Policy issuance

Chinese & English proficiency

Process improvement

Formazione

University degree

Strumenti

MS Office

Descrizione del lavoro

AIA invites a seasoned customer services/operations professional to join our Hong Kong team. You will lead the team to meet service-to-sales targets, improve policy issuance processes, and maintain high standards of customer care, compliance and accuracy.

You will coach junior staff, collaborate across functions, and communicate effectively in Chinese and English to deliver reliable outcomes for policyholders and partners.