Corporate Client Service, Principal

Insurance • Full Time • Hong Kong, Hong Kong, HK • 2w ago

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

Lead and manage the Customer Service Sub-Teams to meet or exceed the client retention and service-to-sales targets, key performance benchmarks, as well as compliance and customer service standards

Responsibilities:

Organizational management

Develop a long-term plan to strive for the service excellence and develop an effective service discipline
Lead and train up a professional service team to deliver a consistent and responsive service to AIA Corporate Clients

Provide Customer Service and Administration Services to the assigned portfolio

Oversee customer services and daily operations for the assigned portfolio/distribution channel
Conduct client visits, presentations and members’ briefings
Perform review & sign-off on communication to clients e.g. letters/deeds/reports/statements/presentation materials

Client Retention and Service-to-sales

Monitor client retention and service-to-sales activities such as up-selling retail products/promoting our client retention programs etc
Ensure achievement of client retention and service-to-sales targets
Maintain close client relationship and take precautionary measures whenever necessary to retain the portfolio

Administrative Procedures Review

Closely monitor the database/reports/queues/system that are used for measuring the benchmarks and ensure they are properly updated and completed within the regulatory and service timeline
Develop control procedures on any risk areas identified and to provide expertise and technical advice to team members and work effectively with Business Support Team to fine-tune and standardize procedures and workflow
On-time identification of errors, delays or any other problems, with subsequent diagnosis & resolution via corrective and/or preventive measures
Work as a change agent and has the initiative to introduce or facilitate changes in policies and procedures

People Management

Assist team leaders and members in prioritizing tasks and provide clear direction to team members when they meet problems
Manage and motivate staff to enhance competencies and performance
Coach and mentor team members for staff development
Identify potential staff to build pool of future leaders

Other responsibilities

Lead and coordinate on projects / assignments
Effectively allocate resources among the sub-teams
Perform any other duties and projects and prepare management reports as assigned

Requirements:

University graduate or equivalent with minimum 10 years operations or customer services experience of which 5 years in managerial positions.
Comprehensive knowledge on MPF/ORSO retirement schemes.
Self-motivated and customer orientated
Sound problem solving and decision making skills
Planning and organizing skills
Strong leadership including staff coaching skills
Excellent communication, interpersonal skills and presentation skills
Good time/project management skills
Proficient in both spoken and written Chinese and English.
Good PC knowledge

Others:

Preferably IIQE (paper 1,2,3 & 4) licensed
Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements

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.

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