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Analyst, Customer Service Job Opening In Singapore, Singapore – Now Hiring AIA


Job description

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) system
- Ensure all AIA+ and CRM activities are conducted in accordance with the Company rules and regulations

Responsibilities:

  • 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

  • Required Skill Profession

    Information And Record Clerks


    • Job Details

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    Unlock Your Analyst Customer Potential: Insight & Career Growth Guide


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