At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
Sound like you?
Then read on.
About the Role
-Oversee all operational, issues and enhancement matters for AIA+ (online app and portal) and CRM (Customer Relationship Management) systemResponsibilities:
Work closely with stakeholders including IT, business user, Project Managers on AIA+ issues and enhancements
Ensure AIA+ usability, accuracy and provide recommendation to improve utilization rate
Identify areas to enhance user experience and support AIA+ initiatives and recovery
Assess and review user interface to make AIA+ more intuitive
Participate in business impact analysis and workgroup discussions to recommend best practices/innovative solutions for AIA+
Participate in CRM / AIA+ enhancement requirements workshop for URS documentation.
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 and AIA+ issues received across all touch points
Update, disseminate, FAQ, error messages, recovery action
Smooth out user journey with customer feedback and issues reported
2nd level escalation and Ad-hoc call back on reported issues
Develop, maintain and update user guides and FAQs
Create training materials, SOPs and conduct training for new launches and enhancements
Responsible for communications (eDMs) to ensure timely delivery of information to the targeted audience / customers
Any other ad-hoc duties assigned
Requirements:
University Degree
Certifications/licenses – LOMA or ACII is preferred
At least 5 years of experience in FI or insurance industry is preferred
Self-driven, resourceful and results oriented individual with proven track record in driving and achieving results
Strong interpersonal skills, energetic and enthusiastic individual who is able to engage and collaborate with all stakeholders / employees in the company
Good communication skills required in particular creative, strong writing skills and excellent presenter
Enjoys working in a dynamic and fast paced environment