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
Provide service and administration support to Corporate Clients (CC) businesses, including Macau Non-Mandatory Central Provident Fund (CPF), Private Pension Fund (PPF) and Corporate Solution Businesses to Macau Corporate Clients customers, Macau agency and other distribution channels to strive for customer-centricity and operational efficiency.
This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.
Roles and Responsibilities:
1. Operations & Customer Service Support (60%)
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Execute end-to-end case handling and follow-up activities in accordance with the company benchmarks to meet the customers’ satisfaction and regulatory requirements;
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Ensure completeness and accuracy of case documentation and records;
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Support the service counter by delivering excellent customer service through accurate and timely case handling;
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Identify incomplete, delayed, or incorrect cases and escalate to supervisor for review and follow up where required;
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Perform timely follow-ups, including recurring chasers, to ensure cases are properly resolved;
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Maintain effective communication with clients/ agency to facilitate information collection and issue resolution.
2. Team Support (20%)
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Work collaboratively with team members to meet operational targets;
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Follow guidance from supervisors and escalate issues promptly for timely follow up;
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Support team initiatives and contribute to process improvements.
3. Other responsibilities (20%)
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Assist in preparing regular reports or case summaries as required;