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

根据分公司层面监管政策与服务承诺要求，在分公司落实总部消保与服务体系的相关工作，持续关注客户体验的优化提升

• 协助主管落实本机构的消费者权益保护工作，包括但不限于消保审查，消保风险提示及整改推进等，负责实施消保宣传与培训工作，提升消保工作成效
• 开展所辖柜面工作，资料收件及扫描归档，营收付费及协助新契约岗进行单证管理;监督指导各项政策及标准化建设落地，分析柜面情况，制定落实改善计划                                                                                                                                             
• 统筹分公司客服/渠道服务(含小友在线服务)管理, 推动小友智能服务在渠道服务中的运用
• 以端到端流程管理视角出发，分析分公司层面客户/渠道对整体运营服务的需求与建议，提供改进反馈与意见
• 组织实施各类对营销员的培训宣导（如早会、工作坊及其他培训等）,传达总部政策要求，协调分公司运营各专业支持、合规等不同团队提供培训与讲授
• 受理、跟进和处理具体投诉案件，协调各方消除矛盾，妥善解决纠纷，组织召开合议会议，牵头上报升级案件；配合运营负责人协助贯彻执行公司重大突发退保、重大非正常满期给付、重大消费上访、重大消费投诉及群访事件应急预案，并开展投诉数据运行监测、统计分析工作，及时发现并推动落实优化改进点

严格遵照公司各项规章制度，全面负责辖区内的各项服务工作开展，受理、跟进和处理客户服务需求，确保作业质量和服务质量

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.