Account Officer

Account Officer

AIA Group
5-8 years
Not Specified

Job Description

Bring your career aspirations to life with AIA!This position is mainly responsible for ensuring that all services provided by Partners from new business to policy owners services to claims settlement are properly defined with the corresponding service scope, expected output, costs and service levels to ensure that services to Customers are met in terms of time and quality standards.

  • Develops, negotiates and secures Management sign-off of Service Agreements with Partners including the service scope, expected output, costs and service levels.

  • Amends the Service Agreements as may be necessary due to changing business requirements.

  • Ensures that services covered by the Service Agreements are measured and reported to BPLAC in a timely and regular manner following the agreed formats and supported by transaction details.

  • Tracks reports on Service Errors/ Failures received from Partners, Customers and BSEs and ensures that these are closed and resolved with the proper corrective/ preventive action steps.

  • Prepares and analyses reports on actual Service Level performance and Service Errors/ Failures, raises gaps and issues to SSM Head and BPLAC Management, determines adequacy of measures taken by Partners and recommends proper course of action by SDM Head and BPLAC Management.

  • Participates in the development of the approved services/ programs together with other Operational units such as Customer Experience and Process and Systems Support

  • Gathers benchmarking information on services, initiates discussions with BPLAC Management and Partners and recommends action steps to SDM Head and BPLAC Management.

  • Participates and assists the other Operational units such as Customer Experience and Process and Systems Support in developing programs/ initiatives to improve service delivery.


  • Graduate of 4 or 5 year course in Business, Management, Communications

  • At least 3 years of work experience in Service Operations in the insurance industry

  • Adept in the use of Powerpoint and Excel

  • Strong interpersonal and communication skills

  • Other skills - Analytical, problem-solving

About AIA Group

The roots of today's AIA Group can be traced to 1919 when entrepreneur Cornelius Vander Starr established his first insurance business in Shanghai, China. What followed was pioneering growth, securing AIA's position as the largest independent publicly listed pan-Asian life insurance group-spanning 18 markets and serving the holders of more than 38 million individual policies and more than 16 million group scheme members. AIA is based in Hong Kong and is listed on The Stock Exchange of Hong Kong under the stock code '1299' (ticker symbol: 'AAGIY'). AIA's contributions have supported social and economic progress across Asia, while also advancing the reach and impact of life insurance across the region. In 2020, we paid more than US$16 billion in benefits and claims, providing essential financial protection when it was needed the most. We also take pride in the long-term relationships we have developed with our customers and agents that in many cases have continued for generations. The insurance industry plays an important role in addressing the sustainability challenges our communities face. With this in mind, AIA's ambition is to be a global industry leader in Environmental, Social, Governance (ESG), shaping a sustainable future for the communities we serve and creating long-term value for our stakeholders. For more than a century, AIA has strived to make a significant, positive impact for our customers and communities across Asia. As we look to the future, this commitment is reinforced by our Purpose: to help millions of people live Healthier, Longer, Better Lives. Our Purpose guides the decisions we make and the actions we take as an organisation-empowering and enabling people to understand and manage their health, while meeting their long-term savings and protection needs. Helping create a healthier Asia is one of the most important and valuable things we can do for our communities, today and tomorrow.

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