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

The role involves supporting the initiation of the policy servicing process flow and assisting in the implementation of standardized operating procedures to ensure operational consistency and efficiency. It includes monitoring and managing daily servicing cases with a focus on accuracy and timely resolution. A continuous improvement mindset is essential, driving enhancements in servicing processes through proactive evaluation and feedback. The position also leads backend system testing to ensure robust functionality and system reliability. Creativity and interactivity are key attributes, fostering collaboration and innovative problem-solving across teams.

Roles and Responsibilities:

• Initiate, update and implement Standard Operation Procedure of policy servicing process
• Handle daily (online/offline) policy servicing requests with predefined Turnaround Time
• Arrange meetings with other departments, collect operational information and record/distribute related minutes.
• Ready to provide service training to across all functional divisions/department if necessary
• Create servicing report of daily performance.
• Participate and assist to ensure team achieve KPI targets and team performance
• Provide necessary monthly servicing reports and other ad-hoc requests report.
• Follow up on the issues with cross functional team for servicing request and complaint handling.
• Escalate necessary complaints to business owners for action required
• Share information timely with the member care team
• Take part in system testing for better service flow and deliver best experience to customers
• Follow up service failures for fast recovery and closure of issues
• Assist on continuous improvement of Member Care Team by contributing for evolution of basic activities and identifying the different areas of improvement
• Assist with customer data extraction by doing clear cut data analysis
• To identify development and training needs of the talents if required

Minimum Job Requirements:

• Bachelor’s degree in business administration, computer science, hospitality & tourism or a related field
• Minimum 3 years of working experiences in call center, customer service or related field
• Strong experience in customer care service or IT field for system testing, advance in Microsoft excel, strong experience in complaint handlings, motivate to take up new challenges and improve process, capabilities for analysis and synthesis
• Detail-oriented with the ability to coordinate multiple tasks and stakeholders.
• Excellent verbal / written communication & interpersonal skills
• Team player with excellent relationship building skills

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.