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

Assist to lead and run the services provided to HNW customers, prospective customers and agents at AIA Wealth Centre and deliver different service touchpoints as the need arises by management and the Company’s operating philosophy and principles.

Roles and Responsibilities:

• Create an upbeat and welcoming impression to the customers and agents walking into the Centre
• Run the entire Customer Experience of the Centre, actively observe the customer journey and provide recommendations / feedback
• Ensure customers will always receive respectful and professional treatment
• Adopt a personalized approach, interact with customers and memorise their habits / usual behaviours to provide customized services
• Be the ambassador for delivering a tailored, professional and friendly service
• Mentor and support Center staff to ensure they perform in accordance with the established service standards
• Assist in all areas of events that take place at the Centre, from pre-planning, through the event day, and post-event activities
• Work closely with Corporate and organize logistics of event preparation
• Ensure entry proof verification, pending follow-up, document verification and payment are well managed.
• Ensure customer enquiries, requests and complaints are handled effectively and efficiently.
• Ensure proper servicing environment for customers.
• Ensure the centre’s traffic is effectively controlled based on the booking system.
• Ensure Centre’s operations are in compliance with the 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.
• Review team’s workflow as well as operating systems regularly to ensure effectiveness in daily operations.
• Conduct investigation for complaint/non-complaint cases and report findings timely.
• Work across teams to provide one stop, one resolution services to customers.
• Ensure all required reports are prepared, issued with accuracy and submit to Centre-in-Charge within timeframe.
• Perform preliminary qualitative and quantitative analysis reports and work with Centre-in-Charge to identify areas for improvement and action plans.
• Ensure service standard, consistency, alignment and flexibility to accommodate HNW customer’s needs.
• Make market intelligence and benchmarking to ensure our services are competitive in the market.
• Collect customer feedback and take improvement actions where necessary.
• Review and update service manuals/guidelines regularly and where needed.
• Initiate and implement service enhancement items to uplift customer experience and operation efficiency
• Plan roster in advance and ensure proper manpower arrangement.

Minimum Job Requirements:

• University / College graduate (preferably with major in hotel management or hospitality services) with 5 years’ relevant experience
• Solid experience in servicing HNW customer segment.
• Excellent communication and interpersonal skills.
• Good knowledge of insurance products.
• Training and counseling skills.
• Service-oriented and self-motivated.
• Able to deal with difficult customers.
• Positive to changes and challenges.
• Decisive and flexible.
• Proficient in both spoken and written English and Chinese including Mandarin.
• You are preferred to obtain the license of Insurance Authority (IA) (Paper 1,2,3,5) or Mandatory Provident Fund Schemes Authority (MPFA) (Paper 5)
• 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.