Job Description

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

Assist function head in formulating and implementing effective strategic plans to ensure the smooth running of the Corporate Clients (CC) businesses, including Macau Non-Mandatory Central Provident Fund (CPF), Private Pension Fund (PPF) and Corporate Solution Businesses. Provide services support to Macau agency after sales 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%)

• Assist function head in overseeing and monitoring the entire daily operational and administration processes to ensure the smooth running of the CC function and full compliance of the regulatory requirements;
• Ensure proper execution of case handling and follow-up actions in accordance with regulatory requirements;
• Provide high-quality customer service and administration services to the assigned portfolio;
• Oversee customer service delivery and daily operations for the assigned portfolio / distribution channel;
• Review all forms/ client communication materials, including but not limited to letters, agreements, reports, statements, and presentation materials;
• Perform quality checks on case handling and follow-up completeness;
• Ensure timely identification of errors, delays, or issues, and drive corrective and preventive actions;
• Support the counter service by delivering excellent customer service through accurate and timely case handling;
• Establish and enforce disciplined monitoring and control frameworks;
• Coordinate with different teams to ensure timely and accurate resolution of cases;
• Conduct client visits, presentations, and member briefings; handle client enquiries and complaints.

2. People Management (15%)

• Lead, manage, and motivate team members to achieve operational objectives and service excellence;
• Assist team members in prioritizing tasks and provide clear direction when issues arise;
• Provide coaching and supervision to foster a client-focused mindset and continuous improvement culture;
• Build team capability in monitoring, controls, and regulatory compliance practices;
• Coach and mentor staff for professional development and succession planning.

3. Reporting & Governance (15%)

• Support regulatory reporting and independent review readiness through proper control practices;
• Prepare management monitoring reports and governance packs to support oversight and decision-making;
• Prepare regular reports and submit to Macau regulators;
• Ensure availability of audit-ready documentation and complete evidence trails;
• Conduct analysis of aged cases and identify root causes and trends;

4. Other responsibilities (10%)

• Coordinate and monitor team initiatives and activities;
• Lead projects and process improvements;
• Perform any other duties and projects as assigned.

Minimum Job Requirements:

• University graduate, preferably in Business Administration/ Marketing/ Finance/ Economics;
• Minimum 5 – 7 years customer services/operations experience in financial institutions or employee benefits related areas, and at least 3~4 years in supervisory positions;
• Self-motivated and customer orientated;
• Good staff coaching and supervisory skills;
• Good interpersonal and communication skills;
• Outgoing personality with good presentation skills;
• Strong problem solving and organizing skills, and results oriented;
• Proficient in both written and spoken English and Chinese. Mandarin is an advantage;
• Good PC knowledge and Chinese input is a must.
• The incumbent is required to obtain relevant license if the 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.