Customer Service and Contact Centre Data Analyst

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 Analytics, Insights & Reporting Specialist!

Bridge the gap between data and customer engagement by integrating insights from all touchpoint’s interactions. Develop strategies and recommendations through insightful data analytics for improvement of process and for better projection to drive business performance

Responsibilities:

• Analysis of servicing touchpoints interactions and service requests from various source systems to identify trends, patterns, meaningful insights and findings that would help improve performance.

• Use of data analysis to accurately forecast volume and identify resource requirement, optimizing workforce management strategies.

• Employ data storytelling to weave business performance narratives and work with key business owners to identify opportunities or close gaps

• Validate the data points in the data warehouse in ensuring data integrity.

• Develop, automate and streamline management reporting to monitor key business metrics

• Handle ad hoc requests, discern trends and business needs, and recommend sustainable solutions.

• Provide guidance to junior staff.

Requirements:

• University Degree with at least 8 years of experience in FI or insurance industry, managing inhouse / outsourced contact centre is preferred.

• Determined, resourceful and results oriented individual with proven track record in driving and achieving results.

• Strong Excel and Powerpoint skills having the ability to communicate strong business story-telling skills

• Analytical skills; Able to collect, organize, analyse, and interpret large datasets.

• Interpersonal skills: Energetic and enthusiastic, able to engage and collaborate with all stakeholders / employees in the company.

• 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.