<p><strong>AIA Group limited</strong></p> <p><strong>JOB DESCRIPTION</strong><br/> Effective Date: <<01/2105>></p> <p><strong>Company Name:</strong><br/> AIA Insurance Lanka PLC</p> <p><strong>Position Title:</strong><br/> Executive – Customer Management / Marketing</p> <p><strong>Department / Functional Area:</strong><br/> Marketing</p> <p><strong>Reports to:</strong><br/> Senior Manager - Customer & Market Insights</p> <p><strong>Job Grade/Level</strong><br/> Executive</p> <p><strong>Work Location:</strong><br/> AIA Head office</p> <p><strong>Geographical Responsibilities:</strong><br/> Sri Lanka</p> <p><strong>Position Objective:</strong><br/> Developing and implementing customer strategy framework of the company. Which includes Ease of Doing Business [EODB] local and group priorities, customer experience management via Customer Journey Mapping (CJM), managing customer satisfaction via NPS, customer feedback/complaints, and engagement platforms to reward and drive expected customer behavior.</p> <p><strong>Roles and Responsibilities:</strong></p> <p><strong>Functional Responsibilities (responsibilities in relation to delivery/discharge of the primary duties as the holder of this position)</strong><br/> * Involve in creating great customer experience via customer engagement and complaints management.<br/> * Support in Customer Journey Mapping (CJM) Exercise. Actions implementation, action plan progress monitoring and measure customer experience.<br/> * Involve in market and customer research activities.<br/> * Execute Customer communication via Conventional and digital media.</p> <p><strong>People Management Responsibilities (responsibilities in relation to the supervision and development of staff reporting to the job holder)</strong><br/> * Work with in customer Management team to active agreed objective while supporting other activities in Marketing function<br/> * Take part in other cross functional team work</p> <p><strong>Financial and Non-Financial Measures:</strong><br/> (responsibilities in relation to measurable financial aspects of the job. eg: targets, budget, funds & any other cash flows in relation to the job)</p> <p>NPS scores<br/> Persistency<br/> Project completions<br/> EODB Milestones<br/> Communication Requirements<br/> Interna<br/> External<br/> Internal - All departments/ All levels<br/> External - Research agencies, advertising agencies, media agencies, media stations, government bodies, Printers etc. – All levels</p> <p><strong>Minimum Job Requirements:</strong><br/> * Part Qualification in CIM , SLIM or any other equivalent qualification<br/> * Minimum 2 years’ experience (any roles in Marketing, advertising, research, customer management, would be an added advantage)<br/> * Excellent school career inclusive of extra-curricular activities<br/> * Excellent written and oral communication skills in English and Sinhalese. Tamil communication skills will be an added advantage.</p> <p>I have reviewed this job description and have determined that it accurately reflects this position.</p> <p><strong>Position Holder:</strong> <br/> Immediate Supervisor/ Manager:<br/> Name: <br/> Title: </p> <p>The above statements are intended to describe the general nature and level of work being performed by incumbent assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of incumbent so classified. Reasonable accommodations to essential functions of the job will be made if appropriate.<br/> <br/> <strong>To apply for this position, please use the following URL:</strong><br/> https://ars2.equest.com/?response_id=e578bbff0bf6eb2f75237fbea5959863</p>