Vicki Lai Yan Lau
Summary
With a rich background in the insurance industry in Hong Kong spanning 14 years, I have garnered extensive experience in handling customer interactions and resolving issues promptly. My approach to customer service revolves around effective communication and empathy, allowing me to build strong relationships with clients based on trust and understanding. I am well-positioned to contribute to any organization that values exceptional customer service and lasting relationships.
Overview
15
15
years of professional experience
Work History
Assistant Manager - Brokerage Department
FWD Life Insurance
01.2020 - 02.2021
- Increase the sales significantly by acquiring new and profitable partnership and penetrate relationships with existing distributors
- Meet regularly with brokers and prospects in sales territory to understand their evolving business environment and provide product solutions to meet their needs
- Ability to build and develop strong relationships with clients and meet new prospects, leads through networking efforts
- Provide high quality services and supports to the distributors/ consultants by coordinating with internal parties to ensure cases are handled smoothly
- Ensure the business is conducted with proper compliance to regulatory requirements
- Formulate promotion campaigns to enhance the business relations with business partners so as to enable business growth
- Maintain consistent communication and timely follow-up with customers and responsive to customer’s needs
- Monitor the persistency rate of the business partners
Assistant Manager, Brokerage Department
Tahoe Life Insurance Company Limited
06.2018 - 12.2019
- Increase the sales significantly by acquiring new and profitable partnership and penetrate relationships with existing distributors
- Meet regularly with brokers and prospects in sales territory to understand their evolving business environment and provide product solutions to meet their needs
- Ability to build and develop strong relationships with clients and meet new prospects, leads through networking efforts
- Provide high quality services and supports to the distributors/ consultants by coordinating with internal parties to ensure cases are handled smoothly
- Ensure the business is conducted with proper compliance to regulatory requirements
- Formulate promotion campaigns to enhance the business relations with business partners so as to enable business growth
- Maintain consistent communication and timely follow-up with customers and responsive to customer's needs
- Monitor the persistency rate of the business partners
Assistant Manager, Brokerage Department
Chubb Life Insurance Company Limited
10.2015 - 05.2018
- Assist manager to drive business and achieve sales target by providing all-round sales support
- Meet regularly with brokers and prospects in sales territory to understand their evolving business environment and provide product solutions to meet their needs
- Develop and maintain strong business partnerships with the purpose of gaining the client's trust and delivering value added services
- Work with partners to provide a high level of customer service, bearing applications engineering, and overall sales support
- Maintain consistent communication and timely follow-up with customers and responsive to customer's needs
- Work effectively with internal support departments (operation team, underwriting dept., Policyowners Services Dept., CS dept.)
Senior Marketing Associate, Marketing and Promotion, AIA - Citi Partnership HK
AIA International Limited
03.2014 - 09.2015
- Launch marketing campaigns to promote products and develop marketing materials to Citibank
- Organize different functions to assist AIA to build relationship with Citibank
- Coordinate with relevant department to roll out various initiatives
- Observe market trend of customer incentive offered by competitors and deliver the information of Competitors' Offer to internal and Citibank weekly
- Maintain supplier master database and facilitate the process of purchase orders and payments
- Settle all the marketing expenses and deliver expenses report weekly
- Perform UAT on new payment system such as ARIBA, CONCUR
- Participate in ad-hoc projects as assigned
Senior Officer, Bancassurance Department
MetLife Limited
12.2010 - 03.2014
- Coordinate with Citibank and internal parties to develop product fact sheet, promotion leaflet, sales aids and briefing deck
- Deliver weekly Competitors' offer reports on time
- An on-going process on observation of customer incentive offering by competitors was conducted and timely notifications of the market trend of customer incentive were provided to department head
- Coordinate with Marketing Communications to roll out various initiatives, such as co-brand advertising campaign, press-release and year-end-item, etc
- Organize different functions to assist MetLife to build relationship with Citibank
- Settle all the marketing expenses and deliver expenses report weekly
- Provide secretarial and administrative supports to department head and the team
Senior Officer, Distribution Services and Project Management
MetLife Limited
12.2010 - 03.2013
- Perform sales administration work to maintain smooth run on the business
- Prepare regular MIS and ad hoc reports to bank partner within agreed timeline
- Prepare sales report in ANP, no of cases report by individual, branch and district
- Lead the team member to provide the regular reports and projects
- Maintain seller registration records in system
- Deliver marketing materials and application forms to branch
- Maintain sales materials stock and arrange reprinting
- Analyze business processes, workflow and prepare proper documentation
- Provide support to pre-sales helpdesk for bank partner
- Answer hotline to provide accurate information (e.g
- Products, underwriting guideline, operational procedure, etc.) to sales people of bank partner
- Maintain shared information to helpdesk staff update and organize for answering enquiry from sales people
- Prepare user requirement and conduct UAT to support product launch to bank partner
- Facilitate communications with IT regarding user requirements and system functionality throughout the project life cycle
- Gather and understand the business requirements for the projects and translate them into user requirement specifications and detailed test plans
- Perform UAT on policy data interface and sales reports for launching of new products, such as endowment plan, whole life savings, etc
- Represent department to participate in UAT on business recovery plan and disaster recovery plan
- Provide secretarial and administrative support to Department Head
- Responsible for organizing meetings and necessary meeting logistic
- Prepare the presentation deck, reports, materials and minutes for management meetings
- Travel arrangement, appointment management and expense reimbursement
- Participate in ad hoc projects as assigned
- Develop and analyze the results of marketing campaigns, prepare the marketing materials such as product fact sheet and promotion leaflet
Assistant Officer, Distribution Service, Independent Distribution & Investment Fund Department
Manulife (International) Limited
06.2006 - 12.2010
- Responsible for hotline, provide product knowledge such as ILAS, Endowment & Life Protection
- Handle daily new application and policy services processing
- Perform routines tasks for the team
- Provide marketing and sales support
- Participate in ad hoc projects as assigned
- Perform secretarial and administrative work for the team
Education
Advanced Diploma in Finance
HKU Space
Hong Kong06-2009
Advanced Diploma in Executive & Secretarial Admin
Sacred Heart Canossian College of Commerce
Hong Kong06-2005
Skills
- Microsoft Office Suite
- Data entry
- Customer service
- Administrative support
- Customer and client relations
Languages
English
Limited Working
Chinese (Mandarin)
Professional Working
Chinese (Cantonese)
Native or Bilingual
Timeline
Assistant Manager - Brokerage Department
FWD Life Insurance
01.2020 - 02.2021
Assistant Manager, Brokerage Department
Tahoe Life Insurance Company Limited
06.2018 - 12.2019
Assistant Manager, Brokerage Department
Chubb Life Insurance Company Limited
10.2015 - 05.2018
Senior Marketing Associate, Marketing and Promotion, AIA - Citi Partnership HK
AIA International Limited
03.2014 - 09.2015
Senior Officer, Bancassurance Department
MetLife Limited
12.2010 - 03.2014
Senior Officer, Distribution Services and Project Management
MetLife Limited
12.2010 - 03.2013
Assistant Officer, Distribution Service, Independent Distribution & Investment Fund Department
Manulife (International) Limited
06.2006 - 12.2010
Advanced Diploma in Finance
HKU Space
Advanced Diploma in Executive & Secretarial Admin
Sacred Heart Canossian College of Commerce
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