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

Roles and Responsibilities:

• Handles customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different line of business
• Reports problems, potential crisis and complaint to supervisor for service improvement
• Makes outbound call to customers for follow-up cases
• Executes empowerment guidelines
• Documents call activities in system
• Documents follow up items in log sheet or send email to AIAHK Business Partners
• Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues
• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements

Minimum Job Requirements:

• Secondary education graduate with 4 years working experience
• Candidates with higher academic qualification or more relevant working experience may be considered as Customer Service Advisor
• Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service
• Hands-on experience in customer service
• Basic insurance or MPF knowledge would be definitely an advantage

Others:

• You are preferred to obtain the license of Insurance Authority (IA) (Paper 1,2,3 and 5) and 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.

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

Roles and Responsibilities:

• Handles customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different line of business
• Reports problems, potential crisis and complaint to supervisor for service improvement
• Makes outbound call to customers for follow-up cases
• Executes empowerment guidelines
• Documents call activities in system
• Documents follow up items in log sheet or send email to AIAHK Business Partners
• Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues
• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements

Minimum Job Requirements:

• Secondary education graduate with 4 years working experience
• Candidates with higher academic qualification or more relevant working experience may be considered as Customer Service Advisor
• Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service
• Hands-on experience in customer service
• Basic insurance or MPF knowledge would be definitely an advantage

Others:

• You are preferred to obtain the license of Insurance Authority (IA) (Paper 1,2,3 and 5) and 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.

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 as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. 

So if you believe in inspiring a better future, read on.

About the Role

General Management

• Support the Team Lead to translate business objectives and challenges into concrete and tangible business solutions that manages business functions to align with platform strategy, roadmap and pre-defined KPIs
• Support the Team Lead for planning, executing and monitoring the effectiveness of technical applications in achieving desired benefit
• Work with stakeholders of different functions to manage delivery prioritization and customer journey excellence
• Capture & analyze data insights to understand customers’ needs and expectations and come up with resolutions
• Ensure best in class delivery and application management and platform business performance monitoring and reporting
• Ensure all applications/ features/ functionalities available on AIA+ are comply with regulated activities and obtained the relevant licenses and fulfilled the licensing requirements
• Develop and prepare relevant reporting and management presentation platform effectiveness and service level management
• Responsible for the following with regards to the CX Journey Excellence and Delivery Management:

​CX Journey Excellence

• Work closely with CXD/ TDA and relevant parties to co-design vertical and horizontal end-to-end customer journey excellence
• Liaise with data analytics to drive actionable insights for journey excellence development and applications features enhancement
• Work closely with TDA, cross functional units and technical vendors to adopt agile delivery approach to drive digital engagement journey​

Delivery Management

• Support AIA+ Business Lead to drive AIA+ delivery management. Provide support on all AIA+ features management and enables PPO delivery prioritization with the business agreed framework
• Support the applications development/ deployment and delivery coordination including user UAT, L&C, production escalation, service level management, customer experience and key features reporting
• Platform strategic governance and roadmap management
• Implementation management including solution execution and coordinate user UAT with business functions, regulatory and non-regulatory clearance etc
• Conducts regular pre and post implementation reviews and make adjustments to stay relevant with the real situation
• Assist in App business performance reporting and monitoring including KPI co-design with business functions, KPI reviews and reporting to Exco/SteerCo communication

Minimum Job Requirements:

• A Bachelor degree in Business/ Computer Science, post graduate degree is a plus
• At least 6+ years of working experience in Insurance, healthcare and Financial industry
• Has experience in driving and executing applications/ data management projects implementation and managing large scale change initiatives delivery; local or regional
• Has worked in various business function within an Insurance / Financial institution in execution
• Strong strategic analysis and project/program management skills
• Comfortable managing conflict, handling tough negotiations & using both to get to optimum resolutions
• Proficient in English and Chinese written and presentation skills
• Ability to deliver results by leveraging resources within and outside the organization

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.

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

Roles and Responsibilities:

• Handles agent / brokers / intermediaries enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different line of business
• Reports problems, potential crisis and complaint to supervisor for service improvement
• Makes outbound call to agent / brokers / intermediaries for follow-up cases
• Executes empowerment guidelines
• Documents call activities in system
• Documents follow up items in log sheet or send email to AIAHK Business Partners
• Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues
• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements

Minimum Job Requirements:

• Secondary education graduate with 4 years working experience
• Candidates with higher academic qualification or more relevant working experience may be considered as Customer Service Advisor
• Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service
• Hands-on experience in customer service
• Basic insurance or MPF knowledge would be definitely an advantage

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.

• To improve and uplift service qualities
• Manage and coach call team to handle customers' order, inquiry or complaint
• Delivers quality mechanism and the measuring criteria to frontline service
• Work with different team to main a smooth daily operation
• Prepare monthly reports for management review
• Manage and assist in all ad hoc assignments as assigned
  
  本公司正透過勞工處推行招騁, 求職者請致電 2867 2346 查詢/安排面試
  [空缺編號: 27480]
  

• F6 / DSE level or above
• Minimum 2 years' relevant experience in customer service (Medical / Healthcare industry is preferred but not must)
• Strong competency working with CRM platforms to resolve customer issues
• Experience in leading teams in contact centre or fast-paced customer resolution environment highly desirable
• Customer-first service attitude, positive and strong communication skills
• Good command of written and spoken English, Chinese and Mandarin