This role supports the delivery of AIA’s purpose, vision and strategy by providing a high quality servicing experience for customers
Job Summary
This role supports the delivery of AIA’s purpose, vision and strategy by providing a high quality servicing experience for customers.
As a senior team member, the role contributes to improving administrative processes, managing reporting requirements, and delivering effective administrative decision making for customers.
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
Matching Summary
This role supports the delivery of AIA’s purpose, vision and strategy by providing a high quality servicing experience for customers.
Skills & Requirements
Must-have
high quality servicing experience
managing key risks
improving administrative processes
delivering effective administrative decision making
meeting administration SLAs
managing customer enquiries
first point of contact for claims
strong governance and risk management
adhering to compliance obligations
managing incidents
resolving complex escalations and disputes
owning and managing core business operations
driving continuous improvement
identifying efficiency opportunities
improving service quality
maintaining accurate SOP documentation
role model collaborative and customer centric behaviours
supporting team capability
providing operational and training support
building effective relationships
Nice-to-have
helping people embrace Healthier, Longer, Better Lives
shaping a healthier, better-protected Australia
supportive and inclusive managers
making a difference to someone’s life everyday
Key Requirements
minimum of two years’ experience in a senior customer servicing role
preferably within financial services
strong operational and functional exposure
strong understanding of life insurance products
policy administration
regulatory and compliance environment
proven ability to deliver excellent customer service
effectively resolve complex customer queries
operate confidently in fast paced, high volume environments
demonstrated experience in partnership distribution onboarding
change management
delivering operational plans within established risk and compliance frameworks
high technical capability
exposure to policy management platforms
strong Excel skills
ability to work with regulatory, legislative and technical requirements