BE THE DIFFERENCE
At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.
The Opportunities:
This role supports the delivery of high-quality service within the Member Experience team, managing all member servicing enquiries across contact centre operations, ancillary claims, administration and retention. It provides ongoing guidance and support to Member Experience Consultants to ensure accurate information is consistently delivered and service level expectations are met. The role also plays an active part in continuous improvement initiatives, contributing to the development of a strong, sustainable culture focused on ongoing enhancement of service delivery and member outcomes.
To do this successfully you will:
- Lead and coach the Member Experience team to deliver timely, accurate and high-quality service across all channels, including calls, emails, claims, administration and retention, while consistently meeting SLA, GOS, WFP and quality assurance targets.
- Drive operational excellence by overseeing ancillary claims processing, retention programs, administration and QA activities, ensuring data integrity, compliance with PHI legislation and AIA Health policies, and efficient use of team resources.
- Build capability and performance through regular one-on-one coaching, mentoring and feedback, supporting individual and team KPIs, quality targets and cultural change initiatives in partnership with the Member Experience Manager.
- Act as a key escalation point and stakeholder liaison, managing complex member and provider enquiries, maintaining strong relationships across the Health business, and communicating effectively with internal and external stakeholders including advisers, funds, regulators and service providers.
- Champion continuous improvement by working closely with the Continuous Improvement team, incorporating feedback from compliance, regulators and members, and embedding LEAN practices to enhance productivity, service outcomes and profitability.
Successful applications will demonstrate:
- Proven leadership capability with at least five years’ experience leading teams in a contact centre environment, including building capability, supporting performance and delivering strong outcomes across multiple competing priorities
- Demonstrated experience delivering high-quality customer service within a health insurance, financial services or similarly regulated environment, with a strong understanding of customer service principles
- Experience working in fast-paced, process-driven environments, with the ability to prioritise workloads, manage capacity effectively and proactively identify and escalate resourcing risks
- Strong process and continuous improvement mindset, with experience developing or improving internal processes to maximise productivity, employee engagement and quality service delivery
- Excellent verbal and written communication skills, with the ability to handle sensitive issues with discretion and professionalism, alongside solid proficiency in MS Office and exposure to systems such as HAMBS, e5 and Salesforce being highly desirable
Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone’s life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers
- Flexible working arrangement – 3 days in office and 2 days WFH
At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.
AIA is different. Are you?
If you want to be part of an organisation that helps people live better every single day, apply via the link.