Hong KongJob SummaryThe Business Partner, Customer Services will act as a SME for Customer Services Operations and work on the delivery of specific initiatives as part of the overall Group Operations business agenda across the Group.
This will include (but not be limited to) the development of briefings, business cases, business requirements, optimized business processes and programme reports requiring the Business Partner to produce high quality outputs independently, as part of a wider team or by managing the deliverables of others, as each initiative requires.
Play a significant role in reinforcing the Group Operations vision and ensuring all deliverables align with the Clear, Concise and Convenient guiding principles for all our customer interactions.
Be a key contributor and support the drive to ensure our Group Operations initiatives continue to align and support the wider AIA Group strategy and operating philosophy.
ResponsibilitiesThe Business Partner performs a wide range of duties including some or all the following : BAU SupportSupport BUs, as directed by the Head of Operations Excellence, to : Deliver Service objectives as set out in the BU strat plansIdentify and resolve issues in BAU Service teamsBuild Group understanding of local operations practiceBenchmark local operations practice against industry and Group best practiceProgramme DefinitionSupport the Head of Service Excellence to develop new strategy papers, briefings and business cases : Conduct research : desktop, field and using 3rd partiesValidate existing data and provide recommendations for future operating modelGenerate scenarios and able to give advice or recommendations on approaches and methodologies, work with stakeholders to deliver clear details on scope, goals and expectationsDefine future operating models in line with programme objectivesDevelop programme resources and validate quality and accuracy of deliverablesSupport Programme DeliveryWork closely with the Business Units and Group Operations team members to support the delivery of defined initiatives to achieve the benefits and outcomes as set out in their respective business casesInnovation SupportWork closely with the Group Operations and Group Digital and Innovation teams and act as a primary point of contact to identify use cases for AI / Machine Learning and Blockchain initiatives.
Lead on the development of POS / Customer Service innovation use cases and initiatives, including but not limited to : Digital assistantsBiometricsRequirementsDegree level education.
Minimum 7 years of business / technology project delivery experience in the insurance industry, gained from either consulting or in-
house roles.Experience of working on complex projects across multiple jurisdictions.Background in customer servicing / policy servicing / call center operationsProcess excellence / re-
engineering (LEAN) experienceStrong problem-solving ability; organized and adaptable; creative and determined to see things through to delivery.
Excellent communication skills with the ability to communicate clearly and persuasively at all levels of the organization and with external partners.
Innovative self-starter, highly motivated, good business acumen, influential people skills.A passion for customer advocacy.
A passion for simplification.A passion for collaboration.Fluency in English language (ability to work in any local languages would be an advantage).
Proficient in Visio, MS Project, MS Office (Excel, PowerPoint, Word).