Branch Executive

AIA Shared Services; Sungai Petani; On-site; MYR 42,000 - 64,000; Full time

Job summary

AIA Shared Services is seeking a capable Analyst to deliver reliable frontline support, share information, and promote digital/self-service options. The role emphasizes customer care, problem resolution, and collaboration with teams to sustain high service quality.

The position requires a Bachelor's degree with at least two years in related fields, a customer-first mindset, and the ability to adapt in a dynamic market. Join us to help customers live Healthier, Longer, Better Lives.

Qualifications

• Bachelor's degree required, with at least 2 years in a related field.
• Passion for delivering excellent customer service experience.
• Strong integrity, work ethics, and professionalism.
• Clear communication skills, both written and spoken.
• Team player capable of adapting to a fast-changing environment.

Responsibilities

• Provide accurate product and service information through frontline channels.
• Promote self-serve facilities and encourage adoption by customers and agencies.
• Resolve product and service issues with end-to-end solutions.
• Handle escalations and propose practical recommendations for improvements.
• Support training sessions and act as SME when needed.
• Relieve other branches as required to meet operational needs.

Skills

Customer service

Communication

Teamwork

Problem solving

Adaptability

Education

Bachelor's degree

Job description

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on.

About the Role

Provides dependable frontline support that is accurate, courteous, and timely. The role executes core service processes, promotes digital and self‑service usage, and ensures documentation quality. The Analyst is responsible for continuously upskilling self as a New Business Ambassador and Healthcare Ambassador through centrally managed training and proactive self‑learning.

Role Responsibilities

• To provide product and service information through face‑to‑face service delivery channel that meets and exceeds the defined service standards.
• To promote Self-Serve Facilities by engaging educating & encouraging customers & agencies to use & sign up.
• To attend and to resolve product/service problems and complaint by providing end to end solution.
• To handle escalations from internal and external team members by initiating discussions and providing recommendation for solutions.
• Project Involvement (ad‑hoc / routine) - to participate and contribute within pre‑determined timeline, where assigned.
• To be a Subject Matter Expert (SME) and facilitate training session.
• To perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.
• To relief other branches at different location (if required).

Minimum Job Requirements

• Bachelor's degree holder with minimum 2 years’ experience in related field.
• Passion for delivering excellent customer service experience.
• Highly developed sense of integrity and work ethics.
• Ability to communicate clearly and professionally, both verbally and in writing.
• A strong team player.
• Has a pleasant, patient and friendly attitude.
• Be adaptive to fast changing environment.
• Able to handle all level of customer and agent.
• Strong decision making and analytical abilities.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

"Better" starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.