- Assign duties, leaves and shifts properly.
- Ensure entry proof verification, pending follow-up, document verification and payment are well managed.
- Ensure customer enquiries, requests and complaints are handled effectively and efficiently.
- Ensure proper servicing environment for customers.
- Ensure the centre's traffic is effectively controlled.
- Ensure mobile service is properly managed.
- Ensure team's operations are in compliance with the documented procedures, service benchmarks, regulatory requirements, company's policies and practices.
- Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements.
- Give appropriate advices or approval on customer requests in relation to policy matters with reference to applicable guidelines.
- Review team's workflow as well as operating systems regularly to ensure effectiveness in daily operations.
- Conduct investigation for complaint/non-complaint cases and report findings timely.
- Work across teams to provide one stop, one resolution services to customers.
- Ensure proper training and coaching are given to team members.
- Assign tasks according to competencies and monitor performance.
- Empower and develop team members through sharing, training, mentoring, coaching and counseling.
- Create opportunities and motivate team members to enhance competencies and performance.
- Coach and mentor high performers/potential talent in order to develop successors.
- Review performance with team members regularly through one-to-one or team meetings.
- Address and resolve team members'' conflicts and grievances.
- Lead team to work Company's service direction and culture.
- Build up close and cordial relationship across teams to facilitate daily operations.
- Ensure service standard, consistency, alignment and flexibility to accommodate customer's needs.
- Make market intelligence and benchmark to ensure our services are competitive in the market.
- Collect customer feedback and take improvement actions where necessary.
- Review and update service manuals/guidelines regularly and where needed.
- Initiate and implement service enhancement items to uplift customer experience and operation efficiency
- Plan roster in advance and ensure proper manpower arrangement.
- Review resources regularly to ensure sufficient manpower and facilities.
- Identify gaps and find ways to remedy the situation.
- Ensure reports are issued with accuracy and within timeframe.
- Analyze report data and findings. Identify areas for improvement. Suggest improvement action plans.
- Mitigate team conflicts and communication problems.
- Maintain harmonious relationship.
- Be responsive to enquiries and requests.
- Balance the interest of different parties.
- Participate in service enhancement related projects.
- Engage team members in support of CETP and EODB.
- Be a role model to foster the staff proposition Challenge, Empowerment and Growth.
- Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.
- University / College graduate with 5-7 years' relevant experience, of which 2 years to be in supervisory /managerial positions.
- Solid knowledge of life insurance.
- Good communication and interpersonal skills.
- Training and counseling skills.
- Service-oriented and self-motivated.
- Able to deal with difficult customers.
- Positive to changes and challenges.
- Decisive and flexible.
- Proficient in both spoken and written English and Chinese including Mandarin.
- You are required to obtain relevant license if your job involves in regulated activities.
-
Investment Services, Consultant
发现在: Talent HK A C2 - 42分钟前
AIA International Limited. Hong Kong, 香港 全职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 ...
-
Investment Services, Consultant
发现在: Talent HK A C2 - 3天前
AIA International Limited. Hong Kong, 香港 全职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 ...
-
Consulting, Financial Services
发现在: Talent HK C2 - 1天前
EY Hong Kong, 香港Diversity is a core value at EY. We are passionate about building and sustaining an inclusive and equitable working environment for all of EY people. We believe every member in EY teams enrich our diversity by exposing us to a broad range of ways to understand and engage with the ...
-
Consulting, Financial Services
发现在: Talent HK C2 - 5天前
EY Hong Kong, 香港The opportunity · The Technology Consulting Team focuses on helping EY clients solve complex strategic, organization, operational, and technology challenges. Through a broad scope of engagements, mentoring, and formal learning you will develop your career and be responsible for ...
-
Consulting, Financial Services
发现在: Talent HK C2 - 16小时前
EY Hong Kong, 香港Diversity is a core value at EY. We are passionate about building and sustaining an inclusive and equitable working environment for all of EY people. We believe every member in EY teams enrich our diversity by exposing us to a broad range of ways to understand and engage with the ...
-
Consulting, Financial Services, Technology Consulting, Senior Manager
发现在: Talent HK C2 - 8小时前
EY Hong Kong, 香港The opportunity · Do you like to create and innovate? · Cyber threats, emerging technologies, cloud adoption, digital disruption, and changing regulatory landscape are some of the challenges that customers face. EY teams are seeking people to join the fast growing EY businesses ...
-
Consulting-Financial Services, Actuarial Services, Senior Manager
发现在: Talent HK C2 - 3天前
EY Hong Kong, 香港Diversity is a core value at EY. We are passionate about building and sustaining an inclusive and equitable working environment for all of EY people. We believe every member in EY teams enrich our diversity by exposing us to a broad range of ways to understand and engage with the ...
-
Consulting-Financial Services, Actuarial Services, Senior Manager
发现在: beBee S2 HK - 2天前
EY Hong Kong, 香港 全职Diversity is a core value at EY. We are passionate about building and sustaining an inclusive and equitable working environment for all of EY people. We believe every member in EY teams enrich our diversity by exposing us to a broad range of ways to understand and engage with the ...
-
Consulting-Financial Services-Business Transformation
发现在: Talent HK C2 - 6天前
EY Hong Kong, 香港The Opportunity · EY FSO Consulting is excited to be looking for professionals with deep understanding of EMPF/MPF experience, ideally gained from a role in Consulting which includes Strategic Transformation, Customer Experience, Pension schemes, Cloud solutions, and Data migrat ...
-
Consulting - Financial Services, Technology Consulting, DevOps Engineer - HK
发现在: Talent HK C2 - 8小时前
EY Hong Kong, 香港Key responsibilities · Setup the whole infrastructure in a high-availability and scalability production setting · Setup and maintain a fully automated software development life cycle with using CI and CD · Automating the whole infrastructure setup for different environment · Ass ...
-
EY Hong Kong, 香港Key responsibilities · Develops an architectural proof of concept · Develops a solution architecture utilizing appropriate tools, techniques and models of system components and interfaces Architect the solution with scalability and robustness · Works with agile methods as part o ...
-
Consultant - Risk&Regulatory Compliance (Financial Services)
发现在: Talent HK C2 - 5天前
Sia Partners Hong Kong, 香港Job description · We are currently looking for a Consultants with Financial Services background, having worked preferably within banking & financial services sectors. Our projects are geared around delivering on Risk & Regulatory topics across domains · Consultant - Hong Kong ( ...
-
Consulting - Actuarial Services - Senior Consultant/ Manager (Life Insurance) - Hong Kong
发现在: Talent HK C2 - 6天前
EY Hong Kong, 香港EY's Global Actuarial Services practice, with over 2000 actuarial professionals in over 30 jurisdictions, ranks in the Top 3 actuarial services practices in the world. Our deep global knowledge comes from our work with insurance companies, banks, pension funds, private equity fir ...
-
Consulting - Financial Services, Actuarial Services, Staff Associate - Hong Kong
发现在: Talent HK C2 - 1天前
EY Hong Kong, 香港Diversity is a core value at EY. We are passionate about building and sustaining an inclusive and equitable working environment for all of EY people. We believe every member in EY teams enrich our diversity by exposing us to a broad range of ways to understand and engage with the ...
-
Consulting-Actuarial Services-Manager-Hong Kong
发现在: Talent HK C2 - 8小时前
EY Hong Kong, 香港Your key responsibilities · Add value to clients by highlighting and articulating the wider business implications of an actuarial project · Leverage knowledge or prior experience to evaluate alternative strategies and to develop, present and defend logical conclusions, recomme ...
-
Consulting - Financial Services, Actuarial Services, Staff Associate - Hong Kong
发现在: beBee S2 HK - 5天前
EY Hong Kong, 香港 全职Diversity is a core value at EY. We are passionate about building and sustaining an inclusive and equitable working environment for all of EY people. We believe every member in EY teams enrich our diversity by exposing us to a broad range of ways to understand and engage with the ...
-
EY Hong Kong, 香港The opportunity · Do you like to create and innovate? · Cyber threats, emerging technologies, cloud adoption, digital disruption, and changing · regulatory landscape are some of the challenges that customers face. EY teams are seeking people to join the fast growing EY businesse ...
-
Consulting-Financial Services-Actuarial Services-Admin-Group Secretary-Hong Kong
发现在: Talent HK C2 - 5天前
EY Hong Kong, 香港Job Description: · Provide secretarial and administrative support to the Team, such as data and e-filing management · Maintain accurate, organized files for fast and convenient retrieval · Prepare various reports including attendance record and requisition report · Schedule m ...
-
Consulting-Financial Services-Technology Risk-Manager-Hong Kong
发现在: Talent HK C2 - 1天前
EY Hong Kong, 香港Technology compliance, licensing, governance setup, massive data storage and related privacy security, virtual asset management, and resilience of the business as usual require heavy technology risk measures safeguard the crown jewels as well as complying to the requirement of th ...
-
Consulting-Financial Services, Technology Risk-Senior-Hong Kong
发现在: Talent HK C2 - 1天前
EY Hong Kong, 香港Description - External · Responsibilities: · Your key responsibilities · Handle IT internal control, technology risk, IT audit, general computer/application control review, documentation and testing, and other IT risk advisory services related projects · Support IT audit in the u ...
Service, Consultant - Hong Kong, 香港 - AIA International Limited.
描述
FIND YOUR 'BETTER' AT AIAWe 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
• Lead and manage the services provided to customers, salesforces (customer) at AIA Wealth Select Centre(s) and different service touchpoints are well delivered in accordance with management's expectation and in line with the Company's operating philosophy and principles.
• Act as an advocate if Customer Experience Transformation Program (CETP) and Ease of Doing Business (EODB).
Roles and Responsibilities:
Operation Management
Ensure smooth operations at service counters.
Monitor team members' performance, enhance their competencies and engagement.
Ensure service quality with continuous improvement.
Well plan resources and make flexible arrangement to meet business needs.
Ensure quality reports are produced.
Manage the relationship with internal and external working partners to ensure building of favorable relationship to facilitate task accomplishment.
Act as an advocate of CETP and EODB to facilitate the development of CETP and EODB in S&O.
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.