Client Value Management, Principal

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.

• →Act as an ambassador for the team, fostering cross-functional collaboration, ensuring strategic alignment across business units, and strengthening the team’s presence within AIA
• →Develop and drive customer retention and client experience initiatives for EB and pension clients, aligned with Corporate Client Service priorities and business objectives.
• →Identify key retention opportunities and attrition drivers across the client lifecycle, and translate insights into structured, actionable initiatives.
• →Design and establish retention programs, frameworks, and playbooks to support consistent and effective execution by the Customer Retention team and relevant stakeholders.
• →Review key client journeys and propose experience enhancements across people, process, and systems in collaboration with internal stakeholders.
• →Partner with Digital, IT, Operations, Marketing, and other functions to support experience‑led and digital initiatives aligned with retention objectives.
• →Coordinate cross‑functional inputs to ensure timely delivery, effective implementation, and alignment of agreed initiatives.
• →Define success metrics and tracking mechanisms to monitor the effectiveness of retention and client experience initiatives.
• →Prepare management updates, recommendations, and presentation materials for senior stakeholders.
• →Support ad‑hoc projects and initiatives related to customer retention and client servicing experience as required.
• →Improvement in customer retention and persistency for EB and pension portfolios

• University graduate, preferably in business, customer experience, marketing, digital, or related disciplines
• 12+ years of solid experience, including at least 5 years of managerial experience with a focus on business strategy, customer retention, and/or transformation initiatives in financial services
• Consulting background with experience in transformation projects preferred, particularly within the insurance industry
• Strong business knowledge in the insurance industry, with knowledge in the corporate servicing and pension business as an added advantage
• Proven ability to engage and influence senior stakeholders, including C-level executives, through strong relationship management, communication and strategic advisory skills
• Proven ability to identify innovation opportunities, define and deliver innovative solutions
• Strong problem-solving and decision-making abilities
• Experience in driving projects by providing a clear project framework, clarity on content and deliverables, and effective stakeholder engagement
• Excellent verbal, written, and presentation skills; fluency in English is required, while proficiency in Chinese is an asset
• Open-minded, with the ability to consider different stakeholder views and make customer-centric decisions that create win-win solutions for all involved

• You are required to obtain relevant license if your job involves in regulated activities

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

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