Team Leader Member Experience

AIA

Australia
3 days onsite, 2 days work from home
Five years leading contact centre teams
Experience in regulated health or financial services
Strong process and continuous improvement mindset
AIA is seeking a Team Leader for their Member Experience department in Australia, focusing on managing member service inquiries and leading a team to ensure high-quality service delivery. The ideal candidate will have proven leadership skills in a contact center setting, particularly within health insurance or regulated financial services, and will be committed to continuous improvement initiatives. AIA promotes a supportive work environment with flexible arrangements and emphasizes employee development

Job Summary

  • This role supports the delivery of high-quality service within the Member Experience team while managing all member servicing enquiries across contact centre operations.
  • The position requires leading and coaching the team to deliver timely, accurate, and high-quality service across multiple channels including calls, emails, and retention.
  • AIA offers flexible working arrangements with 3 days in office and 2 days WFH, along with access to training, development, and additional leave days.

Matching Summary

Match Score: 85

AIA is seeking a Team Leader for their Member Experience department in Australia, focusing on managing member service inquiries and leading a team to ensure high-quality service delivery. The ideal candidate will have proven leadership skills in a contact center setting, particularly within health insurance or regulated financial services, and will be committed to continuous improvement initiatives. AIA promotes a supportive work environment with flexible arrangements and emphasizes employee development.

Skills & Requirements

Must-have

  • Five years leading contact centre teams
  • Experience in regulated health or financial services
  • Strong process and continuous improvement mindset
  • Ability to manage complex escalations
  • Proficiency in MS Office and data integrity

Nice-to-have

  • Experience with HAMBS, e5, or Salesforce systems
  • Knowledge of LEAN practices for productivity
  • Background in cultural change initiatives
  • Exposure to PHI legislation compliance

Key Requirements

  • At least five years' experience leading teams
  • Proven track record in contact centre environments
  • Understanding of customer service principles in regulated sectors

Work Rights

Not specified

Tailored Resume

Cover Letter