Total 14 Customer Service job vacancies in hk aia blue cross

FIND YOUR 'BETTER' AT Blue Care

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

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.

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

Roles and Responsibilities:

Program Management

• Support and drive technology delivery for a key strategic project driving integrated health in AIA HK & Macau
• Orchestrate project activities to achieve the stated business goals and KPIs for the Integrated Health program.
• Deliver on committed plans and achievements as part of the Integrated Health.
• Lead various aspects of project delivery including and not limited to
  • Program financials
  • Program execution and delivery
  • Program reporting
  • Program risk management
• Engage and support senior (C-level) collaborators across a spectrum of departments. Support execution of effective Steering committees.
• Engage with Group office collaborators for reporting, alignment.
• Engage with planning and strategic discussions and help steer and provide strong technical, digital and analytics support to business collaborators.
• Influence and drive business teams to the vital outcomes to drive business value.
• Ensure alignment of delivery for the overall program. Drive and deliver individual component projects.

Healthcare

• Understand data in Healthcare ecosystem and drive Data Generation/Capture, touch points to assemble data, enrichment of data, usage of data and associated solutions
• Interpret, understand and implement regulations impacting technology systems involved in Healthcare ecosystems.
• Understand the complete ecosystem in Healthcare – healthcare providers, TPAs, Networks, Insurers, Pharmacies, Wellness service providers etc.
• Understand of data standards in Healthcare – CPT, ICD codes etc. and ensure AIA alignment to these standards

Minimum Job Requirements:

• Minimum 10 years of Project/Program Management experience, with significant experience in the healthcare ecosystem
• Experience in financial services would be an added bonus.
• Open and effective communication skills, to varying levels of collaborators spread across complex organization structures.
• Relevant tertiary qualification in an IT related field
• Exposure to technology platforms used in Healthcare ecosystem players.
• Knowledge of financial management/budgets would be a bonus.
• Proven experience in collaborator management capabilities with demonstrated experience in addressing senior (C-Level) forums a bonus.
• Strong SDLC / Agile / Devops knowledge
• Knowledge of current industry-wide approaches and standard processes for Project management, Agile methodologies.
• Strong knowledge of digital transformation in finance/insurance industry, with clear proven experience in handling large, sophisticated strategic programs
• Able to work in fast paced and ambitious environments.
• Self-starter, creative thinking, proactive, enthusiastic and a phenomenal teammate
• Takes ownership and accountability

Others:

• 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

Routine Operations (60%)

Management Support Team
- Lead the team to ensure smooth and timely operations with accuracy and efficiency on agency leader challenges/appointment, external awards application, external/agency sponsorship, Agency Share Purchase Plan, Agency Enhancement Program, DD Growth Bonus etc.
- Analyze the trend of the above program to provide insight for further improvement on program efficiency and operation efficiency to management
- Oversee appeal management for agent appointment/external awards, recommend appeal decision for management endorsement as well as to prepare & review related statistics for management review
- Monitor the operation of Agency sponsorship to ensure proper approval is sought and overall expenses is within annual budget
- Support DD meeting in control of the communication materials to ensure management direction has been communicated in an efficient and professional manner
- In charge of the annual review exercise for agency manuals to liaise with all relevant departments to ensure timely update and communication with agency
- Ensure agency enquiries via email to the agency enquiry mailbox are responded timely
- Deal with business partners to support agency communication and smooth operation

Agency Operations Team
- Lead the team to provide timely, accurate and quality administrative support to agency, including but not limited to agency administrative staff code maintenance, AIG Protector Enrollment, MDRT registration etc. as assigned by management.
- Lead the team to take up appeal management for agent benefits, conventions & contests; recommend appeal decision for management endorsement as well as to prepare & review related statistics for management review
- Oversee the handling of agent’s related complaints as well as HKFI/ IA/ MPFA correspondence, etc. and liaise with Agency Business Development Teams and related departments on agency compliance related tasks/case investigation and to maintain case record and report
- Supervise the team to provide office administration support to the department

For both Management Support Team and Agency Operations Team

- Participate in company/agency events/ special task force/projects/committees as assigned with regards to agency business development’s initiatives and business/agents activities, etc.
- Manage and coordinate the projects assigned by immediate manager
- Perform job rotation when and as required
- Perform other responsibilities and duties as assigned by immediate manager in order to meet business requirements

Agency Admin Transformation (20%)

- Actively take part in departmental transformation project, review and provide recommendations to streamline and eliminate non-value added workflows/ procedures to improve efficiency and accuracy as well as assist to establish documented workflows/procedures

Staff Management (20%)

- Manage and supervise subordinates’ job performance, provide guidance, coaching & training to them; skill transfer to uplift their skills and to groom them to ensure business continuity
Others:
- You are required to obtain relevant license if your job involves in regulated activities
- Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements

Education & Experience

• University graduated in any discipline
• Minimum 8 years working experience in insurance industry, preferably in areas of agency administration and/ or sales support, with at least 2 years’ relevant experience in managerial position
• Previous exposure in project management or other functions in an insurance company is definitely an asset.

Specific Skills

• Proficient in MS Office
• Highly motivated with high degree of flexibility and adaptability
• Good analytical, time management skills and attentive to details
• Good problem solving, organizing, time management as well as interpersonal and communication skills
• A good team player, enthusiastic and pursue for excellence
• Good command of both spoken and written English and Chinese

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.

FIND YOUR 'BETTER' AT Blue Cross

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

Duties / Accountabilities

• Handle and investigate the escalated cases from colleagues or regulator in both written and verbal communication;
• Assist in regular resources planning and allocation through roster management so as to maximize the function and production of individuals;
• Assist in implementing management’s new business initiatives to enhance the company’s customer service standards and reputation in the market;
• Provide staff training to ensure high performance and achievement of individual, team and department objectives

Requirements:

• University degree or equivalent experience with minimum 6 years’ work experience in customer service call centre or frontline counter centre, of which at least 2 years at managerial level.
• Fulfilment of the fit and proper criteria of the Insurance Authority for licensing as an individual insurance agent of the Company, including but not limited to passes in IIQE Paper 1, 2 [subject to the regulated activities to be conducted]
• Proactive, attention to details, able to work under pressure in a dynamic and changing environment to meet agreed timelines;
• Good command of both written and spoken English and Chinese.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Chinese Word Processing.

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.

FIND YOUR 'BETTER' AT Blue Cross

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

Duties / Accountabilities:

• Handle provider claims according to internal guidelines
• Handle enquires from internal & external customers, provide solutions and information within standard turnaround time
• Manage dispute and complaint related to network service in accordance with the established procedures and guidelines
• Maintain update of network system and its administration
• Identify and investigate suspicious / fraudulent claims including escalation to superior(s)
• Assist in system enhancement and workflow revision to meet our customers’ needs and services standards
• Backup other teams in reaching Company’s services standard;
• Handle ad-hoc duties as assigned by superior(s)

Requestment:

• Diploma holder or above in any disciplines
• Minimum 2 years relevant experience in medical claims, customer services or complaint management
• Professional qualification in FLMI, FLHC, etc. will be an advantage
• Familiar with operation of medical claims and healthcare network providers
• Good communication and interpersonal skills
• Detail-minded with strong sense of responsibilities and well-organized
• Flexible and customer-oriented
• Able to handle multi-task and work under pressure in a fast paced environment
• Good command of both written and spoken English and Chinese
• Proficient in MS Office and Chinese Word Processing

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.

FIND YOUR 'BETTER' AT Blue Care

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

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:

Workflow Management

Ensure the centre’s environment, traffic, resources and service workflow are smooth and proper.

• Serve as the centre in charge when superior is not around and to oversee the PRC service at Wealth Select Centre on Saturday and Public Holidays.
• Do good traffic control.
• Make good resources' planning.
• Customer enquiries, requests and complaints are handled effectively and efficiently.
• Implement 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.
• Resolve complaints escalated from subordinates
• Create good customer experience via seamless workflow and collaboration with working partners.

Staff Training and Mentoring

Act as a trainer and monitor team members’ performance.

• Identify training needs of team members on both hard and soft skills and prepare pertinent training plans.
• Report regularly to superior(s) on team members’ performance.
• Empower team members to work towards Company’s service direction.

Quality Assurance

Ensure quality services are provided to customers and strike for service excellence.

• Uplift service standard, consistency, alignment and flexibility.
• Make market intelligence and benchmarking. Bring in good practices.
• Collect customer feedback and take improvement actions where necessary.
• Update service manuals/guidelines/procedures.
• Conduct investigation for complaint/non-compliant cases and report findings timely.
• Take corrective/remedial action to salvage operations deficiencies/service gaps.
• Initiate and implement service enhancement items to uplift customer experience and operation efficiency.

Report Management

Prepare reports with quality and within timeline.

• Consolidate and analyze data
• Identify areas for improvement and action plans.

Stakeholder Management

Build up close and cordial relationship across teams to facilitate daily operations.

• Mitigate team conflicts and communication problems.
• Maintain harmonious relationship.
• Be responsive to enquiries and requests.
• Balance the interests of different parties.

Advocate of CETP and EODB

Act as an advocate of CETP and EODB to facilitate the development of CETP and EODB in S&O.

• Participate in service enhancement related projects.
• Engage team members in support of CETP and EODB.
• Be a role model to foster the staff proposition “Challenge”, “Empowerment” and “Growth”.

Other Responsibilities

• Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.

Minimum Job Requirements:

• University / College graduate with 4-5 years’ proven experience OR Form Five plus at least 7-8 years’ working experience
• Solid knowledge of life insurance
• Good communication and interpersonal skills
• Service-oriented and self-motivated
• Able to deal with difficult customers
• Positive to changes and challenges
• Proficient in both spoken and written English and Chinese including Mandarin
• 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.

FIND YOUR 'BETTER' AT Blue Care

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

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.

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

Roles and Responsibilities:

Operation Management

Ensure smooth operations at service counters.

• Assign duties, leaves and shifts properly.
• 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.
• Ensure mobile service is properly managed.
• Ensure team’s operations are in compliance with the documented procedures, service benchmarks, regulatory requirements, company’s policies and practices.
• Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements.
• 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.

People Management

Monitor team members’ performance, enhance their competencies and engagement.

• Ensure proper training and coaching are given to team members.
• Assign tasks according to competencies and monitor performance.
• Empower and develop team members through sharing, training, mentoring, coaching and counseling.
• Create opportunities and motivate team members to enhance competencies and performance.
• Coach and mentor high performers/potential talent in order to develop successors.
• Review performance with team members regularly through one-to-one or team meetings.
• Address and resolve team members’’ conflicts and grievances.
• Lead team to work Company’s service direction and culture.
• Build up close and cordial relationship across teams to facilitate daily operations.

Quality Assurance

Ensure service quality with continuous improvement.

• Ensure service standard, consistency, alignment and flexibility to accommodate customer’s needs.
• Make market intelligence and benchmark 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

Resources Planning

Well plan resources and make flexible arrangement to meet business needs.

• Plan roster in advance and ensure proper manpower arrangement.
• Review resources regularly to ensure sufficient manpower and facilities.
• Identify gaps and find ways to remedy the situation.

Report Management

Ensure quality reports are produced.

• Ensure reports are issued with accuracy and within timeframe.
• Analyze report data and findings. Identify areas for improvement. Suggest improvement action plans.

Stakeholder Management

Manage the relationship with internal and external working partners to ensure building of favorable relationship to facilitate task accomplishment.

• Mitigate team conflicts and communication problems.
• Maintain harmonious relationship.
• Be responsive to enquiries and requests.
• Balance the interest of different parties.

Advocate of CETP and EODB

Act as an advocate of CETP and EODB to facilitate the development of CETP and EODB in S&O.

• Participate in service enhancement related projects.
• Engage team members in support of CETP and EODB.
• Be a role model to foster the staff proposition “Challenge”, “Empowerment” and “Growth”.

Other Responsibilities

• Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.

Minimum Job Requirements:

• University / College graduate with 5-7 years’ relevant experience, of which 2 years to be in supervisory /managerial positions.
• Solid knowledge of life insurance.
• Good communication and interpersonal skills.
• 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.

Others:

• 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.

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

Roles and Responsibilities:

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 marketing communications and content in achieving desired benefit
• Work with stakeholders of different functions to promote and integrate customer feedback loop framework
• Capture & analyze data insights to understand customer voice and expectations and come up with resolutions
• Ensure best in class customer feedback loop management and platform business performance monitoring and reporting
• Ensure all marketing communications materials and content are comply with regulated activities and obtained the relevant licenses and fulfilled the licensing requirements
• Develop and prepare relevant reporting and management presentation for tracking platform marketing and communications effectiveness and drive actional insights

Responsible for the following with regards to the Platform Marketing and Communications and Customer Feedback Loop Management:

Platform Marketing and Communications

• Support AIA+ Business Lead to drive AIA+ platform marketing and communications:
  • Responsible for all AIA+ platform marketing content and go-to-market communications
  • Coordination with internal and external stakeholders and alignment on ongoing tone of voice, app personality and relevant communications
  • Channel management, communications and training to key channel players including agency/ call centre/ partnership distributions for new initiatives launch
  • Sales kit and communications development and implementation such as agency memo/ educational video/ user guide etc
• Expedite content marketing with insights, intelligence and third-party data and segmentation strategy to enable the execution of integrated marketing programs and deliver marketing communications including campaigns/ events/ seminars etc
• Collaborate with CXD/ TDA and relevant parties to co-design the end-to-end customer journey and copywriting
• Coordinate with relevant internal and external stakeholders to determine award strategy and promote AIA+ 

Customer Feedback Loop Management

• Customer feedback close loop management and coordination, production escalation, service level management
• Defines the tone of voice and app personality.  Conducts regular reviews and adjustments to stay relevant with the real situation
• Conduct relevant market research and customer survey to understand voice of customers and drive insights for customer engagement and experience journey optimization

Digital Engagement

• Liaise with relevant BUs to build digital capabilities to support customer nurturing and ECM
• Institutionalize customer segment led and personalized digital engagement and marketing campaigns
• Collaborate with distribution channel to support omni-channel strategy
• Enable potential digital engagement touchpoints across company (including internal and external touchpoints)

Minimum Job Requirements:

• A Bachelor degree in Business, post graduate degree is a plus
• At least 8+ years of working experience in Insurance, healthcare and Financial industry.
• Experiences in driving and executing platform marketing and communications and manage customer feedback loop management in sizable in Insurance/ Financial Institution.
• 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 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.