Channel and Business Support Analyst

Bring your career aspirations to life with AIA

Responsible for providing secretarial / administrative support at departmental or divisional level.

Roles and Responsibilities: 1) Administration/ Data Analytics:

• Prepares and submits all required MIS reports to management and business analytics team, detailing achievement of DM KPIs by Campaign, Partner, and Channel (Sponsored Marketing, Broad Marketing, Hybrid, and other channels adopted) on a monthly basis.
• Provides quality, efficient, and effective administrative support to the Call Center, including but not limited to:
• Workstation setup and maintenance for Call Center
• Database/Leads transfer and upload
• Sales files upload and transfer
• Center premises management and maintenance of a desirable workplace
• TSR/SVR remuneration and incentive calculation
• Tracks and administers HR staff benefits and records including sign-in & out, overtime, expense claims, and other staff costs.
• Develops and prepares daily, weekly, monthly, and annual telemarketing reports jointly with Supervisors, ensuring relentless monitoring of all Call Center KPIs for individual TSRs, SVRs, and Teams, delivered within agreed SLAs.
• Tracks and prepares Variable Expense (VE) reports on a daily, weekly, monthly, and annual basis, ensuring all campaign costs incurred are within budget and Allowable VE allocated.

2) Sales Events and Recognition Coordination:

• Works with Channel Head and stakeholders to plan and execute:
• Annual plans to consistently reward employees for performance
• People-focused policies
• Consistent recognition and encouragement by management
• Motivational tactics
• Tactical incentives
• Performance management plans
• Plans and launches all sales internal events including but not limited to monthly recognition awards, quarterly awards, kick-off meetings, and annual awards dinners.

3) Assistance on Campaign Setup and System Enhancements:

• Ensures quality operation, development, and administration of specified IT applications and databases within the Call Center.
• Manages implementations of new campaigns and projects to meet service levels.
• Acts as the interface with technical/IT teams of various internal and external stakeholders, including Call Center IT infrastructure and PC desktop setup, operation, and maintenance.
• Procures, manages, and maintains desktops, phone systems, ACD, recording systems, and other equipment required in the Call Center.
• Provides technical guidance and operational support to Call Center team members.
• Collaborates with colleagues from other departments and partners to develop effective workflows and administration procedures for efficient call center operation.

Minimum Job Requirements:

• University graduate or Certificate holder with 2 years of working experience.
• Hands-on experience in call center administration or operation management (preferred).
• Experience in workforce and performance reporting.
• Experience working with event management or sales teams (preferred).
• Proactive, problem solver, and driven to succeed in a fast-moving environment.
• Analytical mind focused on metrics with an understanding of key success factors of Direct Marketing and Telemarketing campaigns.
• Good relationship management, interpersonal, and influencing skills with the ability to communicate effectively at all levels.
• Strong verbal and written communication skills and confidence to operate in a high-energy environment.
• Excellent presentation, communication, and influencing skills.
• Strong analytical and problem-solving skills.
• Advanced computer skills including Word, Excel, and PowerPoint.

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 do so may affect the processing and outcome of your application. Ensure that the information submitted is accurate and up-to-date.

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