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

Lead and manage the services provided to HNW customers, prospective customers and agents at AIA Wealth Centre and deliver different service touchpoints as required by management and the Company’s operating philosophy and principles.

Roles and Responsibilities:

Hospitality Services

Provide excellent customer services and be the face of HNW Centre:

• Create an energetic and welcoming impression to the customers and agents walking into the Centre
• Manage the entire Customer Experience of the Centre, actively observe the customer journey and provide recommendations / feedback that can help Corporate to steer appropriate business directions
• Ensure customers will always receive respectful and professional treatment
• Greet customers and assist them with the services that they need
• Adopt a personalized approach, interact with customers and memorise their habits / usual behaviours to provide customized services
• Be the ambassador for delivering a tailored, professional and friendly service at the Centre
• Coach and support Center staff to ensure they perform in accordance with the established service standards

Event Management

Ensure smooth event execution:

• Manage all areas of events that take place at the Centre, from pre-planning, through the event day, and post-event activities
• Work closely with Corporate and organize logistics of event preparation
• Supervise Centre staff to provide assistance at the event

Operation Management

Ensure overall smooth operations at the HNW Centre:

• Assign duties, leaves and shifts for Centre staff 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 based on the booking system.
• Ensure mobile service is properly managed.
• Ensure Centre’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, if applicable.
• 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.

Business Development

Leverage the HNW centre to sustain HNW business development and manage the daily reports to Corporate:

• Ensure all required reports are prepared, issued with accuracy, and submit to Corporate within timeframe.
• Prepare the business strategy and execution to develop the HNW business.
• Perform preliminary qualitative and quantitative analysis reports and Work with Corporate to identify areas for improvement and action plans.

People Management

Monitor Centre staff’s 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 HNW customer’s needs.
• Make market intelligence and benchmarking 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.

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.

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 (preferably with major in hotel management or hospitality services) with 5-7 years’ relevant experience, of which 2 years to be in supervisory /managerial positions.
• Solid experience in servicing HNW customer segment.
• Excellent communication and interpersonal skills.
• Good knowledge of insurance products.
• 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 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.