Job Description

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

To manage and accountable for the overall operations of Agency Operations and Management Support Teams so as to provide efficient and quality support to agency, Agency Business Development Department, management & internal departments.

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. BAU Operations and Support (70%)

Agency Operations (30%)

• Assist Head of AOMS to manage daily operations of the team ensuring its efficiency and accuracy according to pre-defined timeline.
• Ensure the team to provide timely, accurate and quality administrative support to agency, including but not limited to agency administrative staff S-code creation and maintenance, IANG, TTPS & others Visa Renewal Reference Letter, AIG Protector Enrollment & Renewal, MDRT registration, all sorts of agency communication, etc. as assigned by management.
• Responsible for appeal management for agent benefits, conventions & contests; recommend appeal decision for management endorsement as well as to prepare & review related statistics for management review.
• Oversee the handling of agent’s related complaints as well as regulators such as IA and MPFA’s correspondence and liaise with Agency Business Development Teams and related departments on agency compliance related tasks/case investigation and to maintain case record and report
• Ensure the team to provide timely, accurate and quality agency non-onboarding registration and maintenance support, including but not limited to license renewal, reference checking, agents’ termination & deregistration, leaders’ promotion & demotion, policy assignment, last payment & Pfund withdrawal request,
• Initiate process simplification & improvement.
• Perform annual task such as data deletion, annual recertification, agent termination system enhancement, reminder automation, etc. as assigned by management

Management Support (20%)

• Handle all related tasks of LUSEB Exco Meeting ang LUSEB ABDD meetings.
• Lead the team to ensure smooth and timely operations with accuracy and efficiency on agency leader challenges / appointment, external awards application, external / agency sponsorship, Agency Share Purchase Plan, Agency Enhancement Program, DD Growth Bonus etc.
• Analyze the trend of the above program to provide insight for further improvement on program efficiency and operation efficiency to management.
• Oversee appeal management for agent appointment / external awards, recommend appeal decision for management endorsement as well as to prepare & review related statistics for management review.
• Monitor the operation of agency LaiSee sponsorship to ensure proper approval is sought and overall expense is within annual budget.
• Oversee the annual review exercise for agency manuals to ensure all relevant departments provide timely update and communication with agency.
• Ensure agency enquiry mailbox are responded timely and effectively.

Business Partner Management (20%)

• Manage different business partners including but limited to Blue Cross, AIG, CCBA and BEA re agency compensation negotiation, on-going operational support and agency communication review

2. Agency Admin Transformation (20%)

• Constantly review documented procedures and streamline workflows / procedures, provide recommendations to improve job efficiency and accuracy
• Participate in company / agency events / special task force / projects / committees as assigned with regards to agency business development’s initiatives and business / agents activities, etc.
• Assist Head of AOMS to drive process improvement projects in particular streamline and eliminate non-value added workflows / procedures, recommend improvement measures to mitigate any possible risk
• Establish documented workflows / procedures as well as participate in various system migration projects

3. Staff Management (10%)

• Effective resources allocation for delivering the most efficient and quality support
• If applicable, supervise subordinates’ job performance, provide guidance, coaching & training to them; skill transfer to uplift their skills and knowledge so as to equip them to get prepared to move up to a more senior level
• Identify and develop potential successor with skill transfer ensuring business continuity

Minimum Job Requirements:

Education & Experience

• University graduated in any discipline
• Minimum 10 years working experience in financial industries preferably in insurance field with relevant experience in agency administration or sales support and with at least 3 years at managerial level

Specific Skills

• Determination to change with execution capability
• Highly motivated with sound analytical, decision making and time management skills
• A strong and positive leader with impactful people management skills
• High degree of flexibility, adaptability and attentive to details
• Think and act strategically and possess with strong planning, organizing, problem solving, influencing and communication skills
• A good team player, enthusiastic and pursue for excellence
• Proficient in MS Office with good command of both spoken and written English and Chinese

Others

• You are required to obtain relevant license if your job involves in 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.