Customer Centres, Consultant (Klang)

AIA Hong Kong and Macau; Klang City; On-site; MYR 67,000 - 112,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a Branch Operations Specialist to support the Branch Head, oversee operations, and deliver high‑quality service. The role focuses on operationalizing digital adoption, reinforcing documentation quality and underwriting readiness, and guiding staff toward advisory interactions.

The specialist will upskill self and the team as New Business Ambassadors and Healthcare Ambassadors through centrally managed training and proactive self‑learning, enabling omni‑channel

Qualifications

• Bachelor’s degree in any discipline.
• Minimum 3 years in supervisory roles.
• Experience in service-related industry preferred.
• Strong communication and reporting skills.
• Ability to drive change and staff development.

Responsibilities

• Support project execution in partnership with headquarters and regional teams.
• Assist in implementing changes at the branch level, gather feedback from customers and agents, and contribute to continuous improvement efforts.
• Collaborate with the sales team/agency force to help improve new business capture rates and healthcare steerage performance.
• Utilize branch-level analytics to support engagement strategies with agency partners.
• Promote digital adoption and self-service options by working closely with the sales team.
• Provide coaching and mentoring to staff to become new business and healthcare ambassadors.
• Monitor branch operations to identify opportunities for cost optimization and resource efficiency.
• Ensure compliance with AML protocols and regulatory requirements.

Skills

Supervisory

Customer service

Communication skills

Change management

Education

Bachelor’s degree

Job description

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we’d love to hear from you.

About the Role

Supports the Branch Head in overseeing branch operations and ensuring high‑quality service delivery. The role focuses on operationalizing digital adoption, reinforcing documentation quality and underwriting readiness, and guiding staff towards advisory interactions. The specialist is responsible for upskilling self and the team as New Business Ambassadors and Healthcare Ambassadors through centrally managed training and proactive self‑learning.

Roles and Responsibilities

• Support project and initiative execution in partnership with headquarters and regional teams.
• Assist in implementing changes at the branch level, gather feedback from customers and agents, and contribute to continuous improvement efforts through effective change management support.
• Collaborate with the sales team / agency force to help improve new business capture rates and healthcare steerage performance.
• Utilize branch-level analytics to support engagement strategies with agency partners and reinforce understanding of business opportunities.
• Promote digital adoption and self-service options by working closely with the sales team and agency force.
• Help manage communication and escalation channels to ensure smooth service and operational efficiency.
• Assist in policy persistency efforts by supporting policy conservation strategies and operational education programs.
• Participate in regular meetings with the agency force to monitor progress and address operational challenges.
• Champion changes at the branch level by guiding staff transition from transactional roles to advisory roles.
• Provide coaching and mentoring to help staff become new business and healthcare ambassadors, enhancing customer engagement.
• Monitor branch operations to identify opportunities for cost optimization and resource efficiency.
• Support expense tracking and process reviews to uncover productivity improvements.
• Enhance branch personnel capabilities by supporting training and development initiatives that enable omni-channel service delivery.
• Encourage first-contact resolution across in-person, virtual, email, and digital platforms.
• Advocate for ESG principles by promoting digital solutions such as AIA+, ALPP, paperless processes, and financial literacy programs.
• Ensure alignment with the organization’s sustainability and brand purpose.
• Ensure compliance with internal and regulatory requirements, including AML protocols.
• Support staff proficiency through regular training and monitoring.
• Perform other duties as assigned by management, contributing to business objectives and operational excellence.

Minimum Job Requirements

• Bachelor’s degree in any discipline and minimum 3 years working experience in supervisory roles.
• Experience in service-related industry will be preferred.
• 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.
• Effective complaint management, analytical and problem solving skills Has a pleasant, patient and friendly attitude.
• Be adaptive to fast changing environment Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA.