Senior Manager - Customer Care
About the job
- Oversee the end-to-end complaints management process to ensure timely and effective resolution while maintaining regulatory compliance and enhancing customer satisfaction.
- Develop and execute the complaints management strategy aligned with organizational goals and customer service standards.
- Set the vision, mission, and values for the complaints management team and foster a customer-first culture.
- Collaborate with senior leadership to align complaints management initiatives with broader business objectives.
- Oversee the complaints lifecycle, including acknowledgment, investigation, resolution, and customer communication.
- Define and refine complaints handling policies, processes, and workflows to improve efficiency and consistency.
- Serve as an escalation point for complex and specialized complaints and recommend resolutions to the Operations Committee and senior leadership team.
- Ensure complaints handling activities comply with local and international regulatory requirements and standards.
- Collaborate with Risk and Compliance teams to monitor, report, and address potential complaints-related risks.
- Lead audits and reviews of complaints management processes to ensure accountability and transparency.
- Define key performance indicators and service level agreements for the Customer Care Team.
- Monitor and analyze complaints data to identify trends, root causes, and improvement opportunities.
- Prepare and present complaints reports to senior leadership and regulatory bodies as required.
- Use complaints data insights to recommend and implement improvements in products, services, and customer experience.
- Collaborate with cross-functional teams to address systemic issues and prevent recurring complaints.
- Ensure consistent and empathetic communication with customers throughout the complaints process.
- Lead, mentor, and manage the Customer Care Team, fostering a high-performing and motivated environment.
- Recruit team members as needed, and train and develop them to enhance their skills and competencies.
- Conduct regular performance reviews and provide feedback and support to team members.
- Leverage technology, including CRM systems and case management tools, to streamline complaints handling processes.
- Ensure robust documentation and knowledge management practices within the Customer Care Team.
- Act as the primary liaison between the Customer Care Team and internal and external stakeholders, including regulatory bodies, legal teams, and business partners.
- Collaborate with relevant teams to align complaints management practices and ensure consistent handling.
- Monitor operational performance, including complaints resolved within service level agreements, average resolution time, and first-contact resolution.
- Monitor customer satisfaction through reductions in repeat complaints and escalations.
- Ensure timely and accurate regulatory reporting and prevent complaints-handling penalties or breaches.
- Monitor team engagement and implement systemic improvements based on complaints insights to reduce complaints through preventive measures.
About the company
AIA Group provides life insurance and financial protection services to individuals and groups across 18 markets in Asia. The company works by offering insurance policies and long-term savings plans that pay out benefits and claims to help customers manage their health and financial needs. AIA distinguishes itself through its century-long history in the region and its position as the largest independent publicly listed pan-Asian life insurance group. Its goal is to lead the industry in sustainability while helping millions of people live healthier, longer, and better lives.
Company Size
10,001+
Company Stage
N/A
Total Funding
$618.7M
Headquarters
Central and Western District, Hong Kong
Founded
N/A
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Simplify's Take
What believers are saying
- AIA reported 2025 VONB of US$5.5 billion and OPAT per share growth of 12%.
- AIA returned US$3.6 billion to shareholders in first-half 2026 through dividends and buybacks.
- AIA launched SelectWise in February 2026, targeting Hong Kong medical-insurance demand.
What critics are saying
- China tax authorities began taxing offshore insurance income in August 2026.
- Hong Kong insurers lost value on August 6, 2026 after the offshore-tax report.
- AIA’s heavy Hong Kong-China exposure makes policy shocks existential for near-term growth.
What makes AIA Group unique
- AIA’s Premier Agency drove 2026 H1 China VONB growth of 20%.
- AIA Hong Kong’s partnership channels with Citibank and BEA widened affluent reach in 2026.
- AIA’s 18-market scale and HKRBC disclosures reinforce capital strength above minimums.
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Benefits
Health Insurance
401(k) Retirement Plan
Remote Work Options
Flexible Work Hours
Unlimited Paid Time Off
Paid Vacation
Wellness Program
Mental Health Support
Company News
AIA Group reported a 13% increase in value of new business (VONB) to $1.76 billion for the first quarter ended March 31, up from $1.50 billion a year earlier. The Asia-focused insurer dismissed concerns about capital market volatility amid geopolitical tensions. Hong Kong, AIA's core market, saw VONB rise 21%, driven by demand from local customers and mainland Chinese visitors seeking offshore insurance products. China, the company's second-largest market, posted a 26% increase, supported by its Premier Agency sales force and bancassurance partnerships. Hong Kong and China together account for roughly half of AIA's global new business growth. The insurer cited favourable demographics, rising incomes and low insurance penetration across its 18 Asian markets as key growth drivers.
In July 2017, AIA and its partners launched AIA's health insurance business, now known as AIA Health Insurance.
HONG KONG - Insurance company AIA Group has officially launched its new brand campaign platform, "Rethink Healthy."
Raman Sidhu has taken on the role of Director, Group Talent & Leadership at pan-Asian life insurance group AIA, effective July 2024.
HONG KONG, June 17, 2024 /PRNewswire/ -- AIA Group Limited ("AIA" or the "Group") today announces the launch of its new brand campaign platform "Rethink Healthy". The campaign seeks to challenge stereotypes and narrow depictions of health in Asia and calls for new definitions of health that will encourage more people to live healthier."Rethink Healthy" promotes a more holistic and sustainable approach to wellbeing that is inclusive, relevant and achievable for people in Asia. The campaign is part of the AIA One Billion ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.It was formed in response to a regional wellness report[1] commissioned by AIA which found many consumers in Asia believe that being healthy is too hard and inaccessible. Key findings of the research revealed:While the majority of respondents want to improve their health, 80% do not believe that they are healthy today.As a result, 57% of those surveyed reported they have not managed to make changes to improve their health.People across Asia are overwhelmed by constant, narrow depictions of perfect health and wellness routines.are overwhelmed by constant, narrow depictions of perfect health and wellness routines. 63% of respondents believe that exercise must be intensive and lengthy to be healthy, which discourages many from being more physically active.The majority of those surveyed believe that small actions cannot improve physical health, despite research[2] demonstrating the value of small steps done consistently to form habits.Stuart A. Spencer, AIA Group Chief Marketing Officer, said, "Our reality today is that Asia is getting wealthier but not healthier