Customer Centres, Analyst (KL Main)

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you?

Then read on. About The Role Supports the Branch Head in overseeing branch operations and ensuring high‑quality service delivery. The role focuses on operationalizing digital adoption, reinforcing documentation quality and underwriting readiness, and guiding staff towards advisory interactions.

The specialist is responsible for upskilling self and the team as New Business Ambassadors and Healthcare Ambassadors through centrally managed training and proactive self‑learning.

Roles And Responsibilities

• Support project and initiative execution in partnership with headquarters and regional teams. Assist in implementing changes at the branch level, gather feedback from customers and agents, and contribute to continuous improvement efforts through effective change management support.
• Collaborate with the sales team / agency force to help improve new business capture rates and healthcare steerage performance. Utilize branch-level analytics to support engagement strategies with agency partners and reinforce understanding of business opportunities.
• Promote digital adoption and self-service options by working closely with the sales team and agency force. Help manage communication and escalation channels to ensure smooth service and operational efficiency.
• Assist in policy persistency efforts by supporting policy conservation strategies and operational education programs. Participate in regular meetings with the agency force to monitor progress and address operational challenges.
• Champion changes at the branch level by guiding staff transition from transactional roles to advisory roles. Provide coaching and mentoring to help staff become new business and healthcare ambassadors, enhancing customer engagement.
• Monitor branch operations to identify opportunities for cost optimization and resource efficiency. Support expense tracking and process reviews to uncover productivity improvements.
• Enhance branch personnel capabilities by supporting training and development initiatives that enable omni-channel service delivery. Encourage first-contact resolution across in-person, virtual, email, and digital platforms.
• Advocate for ESG principles by promoting digital solutions such as AIA+, ALPP, paperless processes, and financial literacy programs. Ensure alignment with the organization’s sustainability and brand purpose.
• Ensure compliance with internal and regulatory requirements, including AML protocols. Support staff proficiency through regular training and monitoring.
• Perform other duties as assigned by management, contributing to business objectives and operational excellence.

• Bachelor’s degree in any discipline and minimum 2 years working experience in supervisory roles.
• Experience in service-related industry will be preferred.
• Passion for delivering excellent customer service experience.
• Highly developed sense of integrity and work ethics. Ability to communicate clearly and professionally, both verbally and in writing.
• Effective complaint management, analytical and problem-solving skills.
• Has a pleasant, patient and friendly attitude.
• Be adaptive to fast changing environment