Senior Client Communications & Escalation Lead

AIA Singapore; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

AIA Singapore is seeking a senior professional to lead the assessment, triage and resolution of complex customer and public concerns. You will serve as a senior escalation point within Client Communications, supporting the Section Head and managing high‑risk cases with governance and strategic initiatives to improve customer experience and organizational effectiveness.

In this role you will coordinate cross‑functional responses, ensure timely, fair resolutions, and drive service recovery

Responsibilities

• Lead the assessment, triage and resolution of complex customer and public concerns.
• Serve as a senior escalation point within Client Communications, supporting the Section Head.
• Manage escalations, governance, and strategic initiatives to improve customer experience.

Job description

AIA Singapore is seeking a senior professional to lead the assessment, triage and resolution of complex customer and public concerns. You will serve as a senior escalation point within Client Communications, supporting the Section Head and managing high‑risk cases with governance and strategic initiatives to improve customer experience and organizational effectiveness.

In this role you will coordinate cross‑functional responses, ensure timely, fair resolutions, and drive service recovery