Total 2 digital design manager job vacancies in Customer Service category in Singapore

In this role, you will support all operational, issues and enhancement matters for CRM (Customer Relationship Management) system, Department digital initiatives and projects. You will also ensure the activities are conducted in accordance with the Company rules and regulations.

What you will do:

• Work closely with different parties including IT, business user, Project Managers on CRM enhancements and dept digital initiatives
• Engage users in CRM SG enhancement requirements, 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 issues received across all touch points
• Identify areas to enhance user experience and smooth out user experience with customer feedback and issues reported
• 2nd level escalation and Ad-hoc call back on reported issues
• Update, disseminate, FAQ, error messages, recovery action
• Develop, maintain and update user guides and FAQs
• Support change management (create training materials, SOPs and conduct training for new launches and enhancements)
• Responsible for communications to ensure timely delivery of information to the targeted audience

What you will need:

• University Degree
• At least 5 years of experience in FI or insurance industry is preferred
• Resourceful and results oriented individual with proven track record in driving and achieving results
• Strong interpersonal skills, energetic and enthusiastic individual
• Ability to engage and collaborate with different functions within the company
• Good communication skills required in particular creative, strong writing skills and excellent presenter
• Enjoys working in a dynamic and fast paced environment

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

What you will do:

• Wealth Centre Manager is to serve with passion and confidence. Service styles are always proactive and genuine. The outcome is to create a deliberate and differentiated customer experience.
• Expected to be well groomed and project high level of professionalism in all customers’ interaction. The WCM is to provide consistent and positive customer experience to all customers, paying particular attention in Welcoming, leading to meeting spaces and ensuring customer is well hosted at the premise with welcome drink and snacks.
• Participate in districts’ engagement events or other customer events such as Investment Seminars.
• To upkeep and maintain the Wealth centre premise and support merchandising activities in accordance with prescribed standards as stated in a Checklist. To diligently perform the role of the “Floor Manager” ensuring day to day operations are running smoothly.
• As a service ambassador, required to constantly identify ways to improve customer service and strive to exceed the required service standards set for the wealth centre.
• The WCM is required to be familiar with AIA Altitude, the customer loyalty programme, and its privileges and offerings so that we can address to enquiries.
• Maintain and manage the premise booking system and work closely with financial consultants who has made an appointment, ensuring necessary supporting services are ready before client’s arrival.
• The WCM will be responsible in managing and updating the inventories used in the wealth centre as well as the budget for the Wealth Centre.
• Responsible in generating monthly reports to present stock take results, expense and feedback received from customers.
• Managing 3rd party vendors that will support in various day to day duties in the premise which includes housekeeping, catering and serving of welcome snack and drinks.

What you should have:

• Minimum 7 years of Customer Service experience.

• Strong communication and interpersonal skills to work with people at all levels and influence people from diverse cultural background.

• Experience in managing High-Net-Worth Segment is an advantage.

• Ability to operate at a strategic level as well as being comfortable with tactical delivery.

• Excellent crisis management skills and presentation skills.

• Self-starter with sense of urgency, ability to work without close supervision and positive attitude.

• Proficient in Microsoft Excel, PowerPoint and Outlook applications.

#LI-SC1

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.