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Senior Operations Service Advisor

Intermediate (3-6 years)


Technical Skills

  • Technical Support
  • Training

Job Description

Senior Operations Service Advisor

Location: Hong Kong, HK

Position Objectives:

Provide quality enquiry services to agency force efficiently and effectively at Operations Services Centre. Maintain smooth operation at respective service centre and supervise subordinates to meet pre-defined service benchmark and strive for service excellence.


  1. Provide quality enquiry service to agencies (65%)
  • Handle enquiries and complaints regarding to operations procedures, including general enquiries, cases assessment and appeals.
  • Process requests and applications submitted via agents with proper training, authority and apply the Empowerment Guidelines.
  • Bridge up agency force and operations functional teams to facilitate enquiry activities.
  • Deal with complaint cases received from agencies and recommend remedial actions.
  1. Team’s administrative tasks (25%)
  • Supervise the performance of assigned team members
  • Provide technical support and training to team members
  • Manage daily team activities to meet pre-defined service benchmark of OSC
  1. Other responsibilities (10%)
  • Performs other responsibilities and duties assigned by supervisor in order to meet operational and /or other requirements.


  • University/College graduate plus 4 years relevant experience OR
  • Form Five/HKDSE graduate plus 8 years relevant experience
  • Strong interpersonal and communication skills
  • Proactive in problem solving and strong teamwork spirit
  • Excellent service attitude and skills

We offer an attractive remuneration package to the successful candidate.   Please submit your application by clicking “Apply Now” for our processing.

All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes.  The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request.  It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies.  AIA will retain all applications for a period of up to 24 months after which the documents will be destroyed.

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelBachelor
QualificationAIA Professional Accountancy Qualification
AIA Group LimitedInsurance and Reinsurance

AIA Central, 1 Connaught Rd Central, Central

directions_walk13 mins walk from Admiralty Station