At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
Sound like you Then read on.
About the Role
To plan, direct and manage the Corporate Solution of all Channel includes Chat/Hotline and Email of team performance.
Operational Leadership
- Drive Process Streamlining: Identify and implement opportunities to streamline processes to enhance efficiency and effectiveness.
- Channel Management: Oversee all communication channels (hotline, live chat, and email) to ensure they meet performance targets and service standards.
- Quarterly Updates: Conduct quarterly meetings to update team members on performance, changes, and other relevant information.
- Headcount Management: Continuously review and manage the actual vs. budgeted headcount to ensure optimal workforce distribution.
- Process Migration: Ensure the smooth and timely integration of any additional processes into the Business-As-Usual (BAU) environment.
- Complaint Resolution: Handle and resolve customer complaints promptly and prepare management reports within the given deadlines.
- Daily Escalations: Address and resolve empowerment cases and escalations on a daily basis.
Strategic Leadership
- Strategy Development: Develop, review, and report on the department's strategy, ensuring it aligns with the company's overall strategic objectives.
- Performance Standards: Ensure that operating objectives and performance standards are consistently met within a manageable environment.
External Stakeholder
- Management Team of AIA Hong Kong: Communicate and collaborate with the management team of AIA Hong Kong.
- Functional Heads in AIA Hong Kong: Work with functional heads in AIA Hong Kong to align on strategic and operational goals.
- Functional Working Groups: Participate in functional working groups in AIA Hong Kong to drive initiatives and improvements.
- Migration Project Managers: Coordinate with migration project managers to ensure successful project execution.
