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

Roles and Responsibilities:

• Manage the entire Customer Experience of the Centre, actively observe the customer journey and provide recommendations / feedback
• Ensure customers will always receive encouraging and professional treatment
• Embrace a personalized approach, interact with customers and memorise their habits / usual behaviours to provide customized services
• 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 handled.
• Ensure proper servicing environment for customers.
• Ensure Centre’s operations are in compliance with the documented procedures, service benchmarks, regulatory requirements, company’s policies and practices.
• 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.
• Collect customer feedback and take improvement actions where vital.
• 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 workforce arrangement.

Minimum Job Requirements:

• University / College graduate (preferably with major in hotel management or hospitality services) with 5 years’ proven experience
• Solid experience in servicing HNW customer segment.
• Excellent communication and interpersonal skills.
• Good knowledge of insurance products.
• Training and counseling skills.
• Customer centric and self-motivated.
• Able to deal with difficult customers.
• Positive to changes and challenges.
• Conclusive and flexible.
• Proficient in both spoken and written English and Chinese including Mandarin.
• We offer comprehensive employee benefits e.g. group medical insurance
• 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 acquire 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.