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

Assists Head of Operations to effectively and efficiently handle customer complaints and service incidents with Operation team and internal customers, to deliver quality service in accordance with the department’s quality objective and in line with the Company’s operating philosophy and principles

Roles and Responsibilities:

• Monitors all complaint cases raised from different channels, and coordinates with partners on case investigation, complaint resolution, service recovery and client communication as appropriate;
• Coaches and supervises frontline staff in the complaint handling and communication with customers from end-to-end;
• Provides advice to Operations and internal business partners on the potential resolution for various complaints and strive to settle incidents amicably;
• Identifies service gaps in current handling and with different teams, and provide suggestions for improvement for enhancing future customer experience;
• Handles complicated cases and complaint received from customers and working partners;
• Investigates on complaint cases and strive to find a speedy / effective solution/service to customers’ concerns / requests on different products and services;
• Works closely with relevant functions to monitor court case progress to ensure our timely reply within the timeline set.
• Handles complaint reports and liaises with collaborators to ensure complete and accurate documentation and timely submission of relevant information for reporting and analysis to relevant Macau regulatory governing bodies;
• Prepares management report and data to the respective parties for management’s review;
• Reviews identified complaints and work with stakeholder to dig out the root cause and feasible solutions;
• Analysis the complaint trends to explore possible solutions for enhancing existing workflows / systems and reducing complaint occurrences.
• Analyzes Servicing team performance and task data to gain insights on potential areas to improve / streamline existing workflow;
• Proposes and executes internal process improvement initiatives to enhance current practices;
• Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.

Minimum Job Requirements

• Tertiary education graduate in any discipline;
• Minimum 5 years’ solid working experience, preferably in Life Insurance or financial services; of which 3 years is in supervisory/managerial level;
• Knowledge of life insurance is preferable;
• Effective communication and interpersonal skills;
• Training and counseling skills;
• Service-oriented and self-motivated;
• Positive to changes and challenges;
• Proficient in both spoken and written English and Chinese, particularly in business writings;
• Good command of computer skills including MS Word, Excel, PowerPoint & Chinese typing.
• We offer comprehensive employee benefits e.g. group medical insurance

Others:

• You are required to acquire 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.