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To contribute from customer experience enhancements through customers and channels feedback collection and driving positive changes and to support Company’s client service and business development initiatives. This role will take charge of the building and sustaining of effective planning tools. The incumbent is also required to work closely with CS Strategy team and AIAHK Proposition Office to ensure CS’s planning tools are appropriately developed.

Builds Effective Planning Tools & Promotes CS Proposition (80%)

Conducts regular review of customer journey, builds and sustains effective planning tools to bridge the gap between needs discovery and service offerings, to enhance customer experience and effectively deliver Corporate Solutions customer value proposition to customers

Collects insights and learnings from voice of customers and good industry practices regularly for identifying customer needs, service gaps and planning tool initiatives Leads the planning and execution of the planning tool initiatives including objectives, budget, framework, completion time, tracking measures, etc. Engages key stakeholders to obtain buy-in and support to the initiatives Works closely with relevant stakeholders to ensure implementation of various initiatives as per planned time and budget Develop tracking measures to monitor effectiveness of various initiatives

Develops planning tools for Client Service and Channels to support business acquisition / retention and strengthen Corporate Solutions awareness and image

Team Operation and Management (10%)

Supports team head to run the team in an efficient and effective manner. Develop staff and to build team’s engagement.

Manages team member’s performance, through providing regular feedback and conducting ongoing performance dialogues Monitoring of team expenses

Other Responsibilities (10%)

Performs other responsibilities and duties periodically assigned by supervisor to meet operational and / or other requirements

Requirement

Education – University graduate

Experience – A minimum of 10 years marketing experience, with at least 5 years in financial service sector and in managerial capacity. Experience in MPF / Group Insurance / Insurance field is an advantage

Certifications/licences – Obtain relevant licence if job involves in regulated activities and ensure team member(s) who perform regulated activities have obtained the relevant licences and fulfilled the licencing requirements

Special skills – Computer literate, good command of written and spoken English & Chinese, knowledge in marketing management, able to communicate with all levels in the organisation including Senior Management, team player with strong sense of responsibilities, able to meet tight deadlines and positive working attitude

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