Analyst, Contact Center and Digital Platform

1 week ago

Singapore AIA Singapore Private Limited Full time
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

Join us as an Analyst, Contact Center and Digital Platform

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.
  • 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

Requirements:
  • 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

Believe in better with AIA. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way

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.

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