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.
• ▪ Provide quality, efficient and effective administrative supports to the Call
• Center, including but not limited to :
• 1. Workstation set up and maintenance for Call Center
• 2. Database/Leads transfer and Upload
• 3. Sales files upload and transfers
• 4. Center Premise management and maintenance of a desirable
• workplace.
• 5. TSR/SVR remuneration and incentive calculation
• 6. Track and administer HR Staff benefits and records including sign in &
• out, overtime, expense claims, and other staff costs.
• Develop and prepare daily, weekly, monthly and annual telemarketing reports
• jointly with the Supervisors, ensuring relentless monitoring of all Call Center
• KPIs for individual TSRs, SVRs and Teams, delivered within agreed SLAs.
• ▪ Track and prepare the Variable Expense (VE) reports on a daily, weekly,
• monthly and annual basis, ensuring all campaigns costs incurred are within
• budget and Allowable VE allocated.

2) Sales Events and Recognition Coordination:

• Work with Channel Head and stakeholders to plan and execute :
• Annual Plan to consistently reward employees for performance
• People Focused Policies
• Consistent recognition and encouragement by management
• Motivational Tactics
• Tactical Incentives
• Performance management plan
• Plan and launch all sales internal events including but not limited to monthly recognition awards, quarterly awards, kick off meetings, annual awards dinner.

3) Assistance on Campaign Set Up and System Set Ups and Enhancement

• Ensure quality operation, development and administration of specified IT applications and databases within the Call Center
• Manage implementations of new campaigns and projects to meet service levels
• Be the interface with the technical/IT teams of various internal and external stakeholders including Call Center IT infrastructure and PC Desktop set-up operation and maintenance
• Procurement, management & maintenance of desktops, phone systems, ACD, recording systems and other equipment required in the Call Center
• Provide technical guidance and operational support to Call Center team members.
• Work with colleagues from other departments and partners to develop the most effective workflows and administration procedures for an efficient call center operation

Minimum Job Requirements:

• ▪ University graduate or Certificate holder with 2 years working experience
• ▪ Hands on experience in call center administration or operation management
• preferred
• ▪ Experience in doing workforce and performance reports
• ▪ Experience working with event management or sales team preferred
• ▪ Proactive, problem solver and driven to succeed in a fast moving environment
• ▪ Analytical mind focused on metrics and an understanding of key success factors of Direct Marketing and Telemarketing campaigns.
• ▪ Need to have good relationship management, interpersonal and influencing skills with ability to communicate effectively with people at all levels
• ▪ Good verbal and written communication skills and the personal confidence to hold his/her own in reasoned argument and operate in a high-energy environment.
• ▪ Strong presentation, communication and influencing skills
• ▪ Excellent analytical and problem solving skills
• ▪ Advanced computer skills including Word, Excel & PowerPoint