BE THE DIFFERENCE
This role supports the delivery of AIA's purpose, vision and strategy by providing a high quality servicing experience for customers. It ensures service outcomes align with customer and community expectations while managing key risks within the Propositions and Direct Partnerships Support Team.
The Opportunities
As a senior team member, the role contributes to improving administrative processes, managing reporting requirements, and delivering effective administrative decision making for customers.
To do this successfully you will:
* Deliver consistent service excellence by meeting administration SLAs, managing customer enquiries across calls, email and SMS, and acting as a first point of contact for claims.
* Ensure strong governance and risk management by adhering to compliance obligations, supporting audits, managing incidents and resolving complex escalations and disputes.
* Own and manage core business operations including service support reporting, commissions, quality assurance, discrepancies, onboarding of partners and business continuity activities.
* Drive continuous improvement by identifying efficiency opportunities, improving service quality, supporting operational uplift and maintaining accurate SOP documentation.
* Role model collaborative and customer centric behaviours by supporting team capability, providing operational and training support, and building effective relationships across internal and external stakeholders.
Successful applications will demonstrate:
* A minimum of two years experience in a senior customer servicing role, preferably within financial services, with strong operational and functional exposure.
* Strong understanding of life insurance products, policy administration, and the regulatory and compliance environment within which AIA operates.
* Proven ability to deliver excellent customer service, effectively resolve complex customer queries, and operate confidently in fast paced, high volume environments.
* Demonstrated experience in partnership distribution onboarding, change management, and delivering operational plans within established risk and compliance frameworks.
* High technical capability including exposure to policy management platforms, strong Excel skills, and the ability to work with regulatory, legislative and technical requirements.
Why choose AIA:
* 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
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