Service, Specialist (Assistant-Manager Level)

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 • Work with superior(s) to manage the services provided to walk-in customers, at Customer Service Centre(s) are delivered in accordance with the department's quality objective and in line with the Company's operating philosophy and principles. • Act as an advocate of Customer Experience Transformation Program (CETP) and Ease of Doing Business (EODB). Roles and Responsibilities: Workflow Management Ensure the centre's environment, traffic, resources and service workflow are smooth and proper.

• Serve as the centre in charge when superior is not around and to oversee the PRC service at Wealth Select Centre on Saturday and Public Holidays.
• Do good traffic control.
• Make good resources' planning.
• Customer enquiries, requests and complaints are handled effectively and efficiently.
• Implement documented procedures, service benchmarks, regulatory requirements, company's policies and practices.
• Give appropriate advices or approval on customer requests in relation to policy matters with reference to applicable guidelines.
• Resolve complaints escalated from subordinates
• Create good customer experience via seamless workflow and collaboration with working partners.

Staff Training and Mentoring Act as a trainer and monitor team members' performance.

• Identify training needs of team members on both hard and soft skills and prepare pertinent training plans.
• Report regularly to superior(s) on team members' performance.
• Empower team members to work towards Company's service direction.

Quality Assurance Ensure quality services are provided to customers and strike for service excellence.

• Uplift service standard, consistency, alignment and flexibility.
• Make market intelligence and benchmarking. Bring in good practices.
• Collect customer feedback and take improvement actions where necessary.
• Update service manuals/guidelines/procedures.
• Conduct investigation for complaint/non-compliant cases and report findings timely.
• Take corrective/remedial action to salvage operations deficiencies/service gaps.
• Initiate and implement service enhancement items to uplift customer experience and operation efficiency.

Report Management Prepare reports with quality and within timeline.

• Consolidate and analyze data
• Identify areas for improvement and action plans.

Stakeholder Management Build up close and cordial relationship across teams to facilitate daily operations.

• Mitigate team conflicts and communication problems.
• Maintain harmonious relationship.
• Be responsive to enquiries and requests.
• Balance the interests of different parties.

Advocate of CETP and EODB Act as an advocate of CETP and EODB to facilitate the development of CETP and EODB in S&O.

• Participate in service enhancement related projects.
• Engage team members in support of CETP and EODB.
• Be a role model to foster the staff proposition Challenge, Empowerment and Growth.

Other Responsibilities

• Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.

Minimum Job Requirements:

• University / College graduate with 4-5 years' proven experience OR Form Five plus at least 7-8 years' working experience
• Solid knowledge of life insurance
• Good communication and interpersonal skills
• Service-oriented and self-motivated
• Able to deal with difficult customers
• Positive to changes and challenges
• Proficient in both spoken and written English and Chinese including Mandarin
• You are required to obtain relevant license if your job involves in regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.