Agency Digital & Innovation, Specialist

About the Role

The incumbent will assist the supervisor to formulate the agency digital strategy to achieve the assigned goals by deepening agent engagement and enhancing agent experience along the entire agent journey through digital innovation, data and technology adoption.

• Support implementation of the agency digitalisation roadmap
• Support on agent analytics data foundation and deliver analytical capabilities with a focus on agent behaviour

This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer-first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end-to-end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Roles and Responsibilities

Agency Digital Transformation

• Participation to formulate, drive and industrialise Digital Agent Engagement strategies applicable in maximizing agent productivity and agent retention
• Continuous development & knowledge build-up of the team for the application of new digital technology
• Support cutting-edge technology innovation and adopt state-of-the-art AI technology to deliver seamless agent digital experience to drive productivity and deepen agency engagement
• Assist supervisor to maintain stability of the core agency digital platforms including but not limited to iPoS, AIA Smart +, iRecruit, iAcademy and other future-proof digital platforms through effective communication and monitoring control with IT / system developers
• Assist supervisor to collaborate with various business units for gathering user requirements & User Acceptance Testing to develop/revamp digital platforms and solutions by capitalising on technology to enhance agent engagement
• Through frequent visits with District Directors and Leaders backed by data analysis, determine & propose initiatives to engage more users
• Assist the superior in developing strategic plans to uplift the number of users on core agency digital platforms
• Coordinate with internal (ABDD) & external stakeholders and Project Manager (Strategy Planning) to ensure Agency requirements are implemented/delivered
• Monitor project progress/status and alert management on key issues related to agency and facilitate development/execution of mitigation plans
• Conduct programs including but not limited to training, promotions, and incentive campaigns to drive adoption of new initiatives

Data and Technology Adoption

• Source, scale and implement new technology and digital capabilities to AIA HK through partnerships with insurance technology partners
• Support development of agent analytics data foundation (Agent Single View) and deliver agent behavioural analytics deliverables to business units within the Agency
• Understand agent behaviour & monitor movements of key agent segments through big data, providing business insights and recommendations relevant to agent strategy and behaviours
• Enable dialogue about the value and meaning of analytic insights, making it easy for business stakeholders and senior management to apply data-driven decisions across the business
• Support implementation of agent analytics/digital solutions within the agency business unit, as well as District Directors
• Contribute ideas on enriching the agent data

Minimum Job Requirements

• University / College graduate with a minimum of 1–3 years of relevant working experience in the insurance industry
• Knowledge in execution and project implementation is an advantage
• Outgoing with good communication and interpersonal skills
• Extensive IT and Digital apps development knowledge
• Demonstrated depth of UX experience and creativity
• Proficient in written and spoken English and Chinese (Cantonese and Putonghua)
• Strong project management skills, self-motivated and willing to meet challenges
• Articulate, with excellent oral and written communication skills. Adaptable, able to interact and build strong relationships with people from diverse backgrounds
• Proven successful experience in managing digital transformation teams for driving digital innovation projects and a strong understanding of different digital systems and tools plus technical and business know-how
• You are required to obtain a relevant licence if your job involves regulated activities

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