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

1. Resolve complaints while driving positive change through complaint root cause analysis study and process improvement solutions.
2. Vital role as customer advocate in AIA, to support towards resolution of complaints in a neutral standpoint, managing it from customers’ perspective.
3. Key liaison person with BNM on all grievance from Policy holders & Life Planners, complain related reporting, stats & meetings.
4. Champion the customer centric mindset across AIA and taking personal responsibility to embed the mindset into AIA staff
5. Primary touch point for operational escalations for agency related matters

Complaint Management:

• Collaborate with regulatory authorities (primarily BNM) in relation to issue handling and monitoring, and with internal stakeholders Life Planners, Agency and Associations to discuss & drive change and improvement.
• Manage care team maintaining positive communication, motivating and coaching all team members to resolve cases timely
• Monitor the quality of complaints handled to ensure fairness to the customer while managing risks on the company.
• Conduct root cause analysis and complaint trends at relevant internal and external forums.
• Timely and accurate reporting of complaint statistics to internal AIA management and external regulatory authorities.
• Direct case management for executive level escalations/complaints to see through and resolve these high profile cases in a timely and expedient way

Customer Advocate:

• Act as a facilitator between customers and company and the main contact for Customer Care in handling complaints and to advise on complex or repeat cases for resolution
• Facilitate end-to-end resolution by engaging the responsible department heads to resolve the complaint in a fair and timely manner
• Key member in advisory role to assist and guide on company’s policies, procedures and practices to uphold company’s operating principles and reputation in line with regulatory compliance.
• Resolve escalated complaints from the customer touch points.
• Always thinks and acts for the customer.
• To build up strong working relationships with distribution force, Key leaders, AE team, Agency associations
• To facilitate timely and expedient closure if issues raised by distribution force
• To be the primary liaison person and coordinator between AIA Operations and Life planner associations, facilitating 2-way feedback / communications / change management / roll down

Liaison with BNM

• Build relationship with BNM key stakeholder personnel, maintaining positive and responsive relationship all the time.
• Response quickly on BNM  ad-hoc queries or directive while ensuring AIA mgmt./Exco are communicated timely on the same.  
• Moderate communication of any decisions between BNM and AIA and vice-versa.

Customer Centricity

• Always drive ongoing development of a customer centric mindset within AIA by focusing on doing what’s best for the customer.
• Oversee the management of all customer feedback within AIA and ensure that necessary continuous improvements are made across the company to meet and exceed customers’ expectations.
• Process improvement identified and fixes made, based on complaints’ analysis so to provide better experience and to reduce complaints driving reduction in cost where necessary.  

Minimum Job Requirements:

• Minimum 10 years of experience in a managerial position in the service industry
• Insurance/Financial service experience in a computerized environment an advantage
• Good communication and negotiation skills
• Passionate in delivery excellent Customer Service
• Go extra miles to “Wow” customers in service delivery
• Self-motivated and result-driven

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.