At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.
Sound like you? Then read on.
About the Role
Join us as an Analyst, Contact Center and Digital Platform!In this role, you will support all operational, issues and enhancement matters for CRM (Customer Relationship Management) system, Department digital initiatives and projects. You will also ensure the activities are conducted in accordance with the Company rules and regulations.
Work closely with different parties including IT, business user, Project Managers on CRM enhancements and dept digital initiatives
Engage users in CRM SG enhancement requirements, review functional specification to ensure design and business requirements are met.
Participate in User Acceptance Testing and pilot testing for successful roll out.
Follow up with defects management status within the stipulated time frame.
Assessment and analysis of CRM issues received across all touch points
Identify areas to enhance user experience and smooth out user experience with customer feedback and issues reported
2nd level escalation and Ad-hoc call back on reported issues
Update, disseminate, FAQ, error messages, recovery action
Develop, maintain and update user guides and FAQs
Support change management (create training materials, SOPs and conduct training for new launches and enhancements)
Responsible for communications to ensure timely delivery of information to the targeted audience
Requirements:
University Degree
At least 5 years of experience in FI or insurance industry is preferred
Resourceful and results oriented individual with proven track record in driving and achieving results
Strong interpersonal skills, energetic and enthusiastic individual
Ability to engage and collaborate with different functions within the company
Good communication skills required in particular creative, strong writing skills and excellent presenter
Enjoys working in a dynamic and fast paced environment
Believe in better with AIA. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way!
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.