Client Value Management, Specialist

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.

• →Support the Client Value Management team to develop and deliver customer experience and retention initiatives, including defining requirements, scope, workplan and governance
• →Conduct research and analysis (e.g., customer feedback, servicing data, competitor/market practices where applicable) and convert insights into clear recommendations and options
• →Provide support in business case development and coordinate cross-functional inputs to facilitate approval
• →Draft and maintain core program artefacts: initiative charters, requirements documents, timeline, RAID log, and steering committee presentations and any relevant presentations to support key stakeholders on decision making
• →Coordinate cross‑functional stakeholders (CS Operations, Digital/IT, Marketing, Governance, Distribution, Product, Legal & Compliance, Risk etc.) to collect inputs, align actions and drive timely delivery
• →Support vendor or partnership onboarding and engagement where appropriate: Coordinate RFI/RFP process, prepare briefs, consolidate feedback, track deliverables and support UAT readiness
• →Develop and refine customer‑facing and internal materials (e.g., member loyalty initiative collaterals, servicing communications, agent/broker memos, FAQs, briefing decks, training material) in partnership with relevant teams
• →Support Business Enablement on process improvement and change activities, including documentation, process mapping, gap analysis, impact assessment, change request tracking and progress reporting
• →Prepare management updates, dashboards and presentation materials for senior stakeholders; ensure accuracy, clarity and consistency across messages and artifacts
• →Support ad‑hoc assignments related to service uplift, operating model changes and transformation initiatives as required

• University graduate, preferably in business, digital, customer experience or related disciplines
• 5–8 years of relevant experience in project delivery, business analysis, transformation, customer engagement or servicing operations within financial services; insurance experience is an advantage
• Consulting background or experience working in a consulting / project‑based environment is preferred, particularly in transformation, process improvement, or customer‑centric initiatives
• Solid problem‑solving and analytical skills; comfortable working with data and turning insights into actions
• Able to structure and translate business requirements clearly and incorporate with system/technical consideration to reinforce the solution feasibility & effectiveness
• Hands‑on project management skills: planning, tracking, documentation, and stakeholder coordination
• Exposure to digital initiatives (e.g., requirements gathering, UAT support, vendor coordination, UX collaboration) is preferred
• Strong creativity and innovation orientation; able to translate market trends and customer insights into new, differentiated initiatives
• Strong communication and presentation skills; able to produce clear decks and written materials in English (Chinese is an advantage)
• Self‑driven, organized and detail‑minded; able to manage multiple priorities and follow through with minimal supervision

• You are required to obtain the relevant license(s) if your job involves regulated activities

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

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