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

Handles customer enquiries and complaints regarding all activities in operations process and supervises all affairs of Service Hotline, ensures and maintains smooth daily operation of service hotlines to achieve the highest level of productivity, operations efficiencies, quality and customer satisfaction

Responsibilities:

Hotline Operation

• Supports and manage the team to meet service benchmark
• Monitors call/ Livechat/ Kisok traffic and arrange adequate workforce to meet service targets
• Trains the team in different aspects, such as product knowledge, system knowledge and telephone handling skills
• Motivates, coaches and develops staff to sustain high service level
• Assists immediate supervisor to identify/implement the service improvement initiatives through system enhancement, process reengineering etc.
• Assists in resource planning with relevant business parties
• Identifies service gaps of Contact Centre, provide suggestions for improvement and drive relevant parties to improve customer experience
• Handles complex and complaint calls escalated from the team
• Investigate on complaint cases and strive to find a speedy/effective solution/service to customers’ concerns/requests on different products and services
• Reports problems, potential crisis and compliant to immediate supervisor for service improvement
• Delivers real time monitoring on the floor quality to avoid potential complaint and provides comprehensive and accurate solution

Administrative Works

• Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues
• Prepares periodic performance report to internal and external business partners
• Manages day-to-day operational and infrastructure activities to ensure all services and regulatory are met
• Analyses and evaluate the follow up log sheet
• Manages the long pending cases of the team

Project planning

• Plans and leads process improvement initiatives and the implementation of each assigned projects)
• Conducts project post-implementation reviews, establish improvement plans and monitor progress
• Explore and develop digital service platform (E.g. Chatbot, livechat)
• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements

Requirements:

• Tertiary education graduate in any discipline with IIQE 1,2,3,5, FLMI & ACS will be an advantage
• Minimum 7 years experience in Contact Centre operation; of which 4 years is in supervisory/managerial level
• Solid experience in contact centre management or customer service
• Basic insurance or MPF knowledge is desirable
• Candidate with less experience will be considered as Service Specialist
• You are required to obtain relevant license if your job involves in regulated activities
• Candidate with less experience will be considered as Assistant Manager.

Others:

• You are preferred to obtain the license of Insurance Authority (IA) (Paper 1,2,3,5) or Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4)
• You are required to obtain the relevant license(s) if your job involves 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.