Corporate Client Service, Consultant

Corporate Client Service Consultant – AIA Hong Kong and Macau We’re looking for a motivated consultant who can lead and manage the Customer Service Sub‑Teams to meet or exceed client retention and service‑to‑sales targets, and uphold compliance and customer service standards. About the Role Lead and manage the Customer Service Sub‑Teams to meet or exceed the client retention and service‑to‑sales targets, key performance benchmarks, as well as compliance and customer service standards. Responsibilities Develop a long‑term plan to strive for service excellence and an effective service discipline. Lead and train a professional service team to deliver consistent and responsive service to AIA Corporate Clients. Oversee customer services and daily operations for the assigned portfolio/distribution channel. Conduct client visits, presentations and members’ briefings. Review and sign‑off on communication to clients (letters, deeds, reports, statements, presentation materials). Monitor client retention and service‑to‑sales activities such as up‑selling retail products and promoting client retention programs. Ensure achievement of client retention and service‑to‑sales targets. Maintain close client relationships and take precautionary measures when necessary to retain the portfolio. Closely monitor databases, reports, queues and systems used for measuring benchmarks and ensure they are properly updated and completed within regulatory and service timelines. Develop control procedures for any risk areas identified and provide expertise and technical advice to team members; work with Business Support to fine‑tune and standardise procedures and workflow. Identify errors, delays or problems on time and diagnose & resolve via corrective and/or preventive measures. Act as a change agent and proactively introduce or facilitate changes in policies and procedures. Assist team leaders and members in prioritising tasks and provide clear direction when problems arise. Manage and motivate staff to enhance competencies and performance. Coach and mentor team members for staff development. Identify potential staff to build a pool of future leaders. Lead and coordinate projects and assignments, allocate resources among sub‑teams, perform duties and prepare management reports as required. Requirements University graduate or equivalent with a minimum of 10 years’ operations or customer‑services experience, including at least 5 years in managerial positions. Comprehensive knowledge of MPF/ORSO retirement schemes. Self‑motivated and customer‑orientated. Strong problem‑solving and decision‑making skills. Planning and organising skills. Strong leadership and staff‑coaching abilities. Excellent communication, interpersonal and presentation skills. Good time/project management skills. Proficient in written and spoken Chinese and English. Good PC knowledge. Other Preferences Preferably licensed under IIQE Paper 1–4. Ensure team members who perform regulated activities have obtained the relevant licences and have fulfilled licensing requirements. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other – Insurance industry 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. #J-18808-Ljbffr