Job ref no.: 283160445-JR-31204
AIA Hong Kong and Macau

Service Project & Service Incident Management, Consultant

AIA Hong Kong and Macau


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.


Drives service improvement analysis, plan and resolution to identify current gaps and enhancement actions to uphold service excellence. Supports all affairs of system being used in Service teams and ensures that the designing and implementing of the business requirements and resources planning, process reengineering, UAT test and user training can achieve the highest level of productivity, operations efficiencies, quality and customer satisfaction. Coordinate with Training and Service System and Digital Solutions teams to ensure timely communication of new initiatives as well as feedback collection from user for respective stakeholders’ evaluation

Roles and Responsibilities:

New digital platform development, implementation and support (30%)

  • Supports the development, implementation and maintenance for new digital platform
  • Coordinate with frontline stakeholders to understand and consolidate business requirements
  • Collaborates with end users to ensure developed systems can fulfil user requirements
  • Prepares documentations including test plan, business requirement metrics, test case, daily status report and UAT completion certificate
  • Liaise with the relevant stakeholders to prepare training material and provide training to frontline staff for briefing on new initiatives and enhanced functions

Project planning and management (30%)

  • Manage resource planning, allocation and ensure the project milestones/deliverables to be completed on time and meet the required quality standard
  • Organize and attend meeting to report progress and resolve any project related issues
  • Support department head for data analysis & management report generation to drive the success of the delivery of projects

Data analysis and service enhancement planning (35%)

  • Analysis frontline performance and digital utilization reports to identify potential areas for service improvement and usage uplift
  • Propose sound suggestions for actionable improvement items based on analytic insights and research on external best practices
  • Collaborate with respective Service team heads and stakeholders for finetuning and implementing service improvement initiatives

Other responsibilities (5%)

  • Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements

Minimum Job Requirements:

  • University graduate in any discipline
  • Minimum 5 years relevant working experience
  • Experience in contact centre management or customer service
  • Strong interpersonal, analytic, problem solving, planningimplementation skills
  • Good team player and customer focused
  • Proficient in both spoken and written Chinese and English
  • Basic insurance and pension knowledge would be an advantage


You are required to obtain the relevant license(s) if your job involves 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.

More job information
Job ref no. 283160445-JR-31204
  • 50,000 - 80,000 / month
Job Function
  • San Po Kong
Employment Term
  • Permanent
  • Full-time
  • 5 years - 10 years
Career Level
  • Middle management level
  • Degree