At AIA, our promise is to help people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. Our firm belief is that by following our Operating Philosophy of doing the right thing, in the right way with the right people, the results will come. AIA Insurance for Life, Health and Wellbeing.

The Opportunity:

Come and join AIA in a key leadership position overseeing our entire Customer Operations function. In this newly created 12-month opportunity, you will be integral in driving operational success and growth, ownership and implementation of a market leading customer experience and supporting the Chief Customer Officer in strategic initiatives.

You will be passionate about ensuring good customer outcomes, have significant experience in Insurance operations and are a proven senior leader.  You will be someone who can influence and partner with the customer operational leadership team, to drive the strategic direction and aspiration of becoming the healthiest and most protected nation.

About the Role:

• Champion and lead the Customer Operations function to deliver a market leading Customer Experience.
• Provide leadership to the operational functions of:
  • New Business (including Underwriting, New Business Operations, Relationship Management and other support functions)
  • Underwriting & Claims Development
  • Existing Business (including Contact Centre and Policy Servicing)
  • Claims
• Drive and implement news ways of working to improve service delivery and cadenceEnsure an effective Claims strategy is in place.
• Build and support effective development frameworks are in place to develop, build and grow Underwriter and Claims capability.
• Proactively manage the financial outcomes for Claims (eg ACC and medical providers).
• Ensures the Customer function complies with the required standards and regulations.
• Lead efficiently allfunctions to ensure each perform optimally and in alignment with AIA’s risk appetite and Customer Value Proposition.
• Oversight and management of customer complaints (non-escalated).
• Drive a culture of exceeding service, productivity, and efficiency targets.
• Effectively manage relationships with key external and internal business stakeholders.
• Monitor performance and progress against operational business plans.
• Manage resourcing appropriately through effectively forecasting demand and resource planning accordingly.
• Identify and resolve key issues that may impact negatively on the achievement of operational targets and strategic objectives.
• Manage and develop a highly effective and engaged team.
• Risk Management; ensure that strategies, processes and policies are in place to identify, manage and mitigate operational risk.
• Financial metrics; Achievement of VONB, ANP, EV target, expenses and profit.
• Measured on Customer experience, intermediary experience and satisfaction indicators / engagement score.
• Deliver on key strategic initiatives and activities as requested by the Chief Customer Officer.

About you:

• Expert knowledge of the Insurance industry. Financial services and Insurance experience is highly desirable.
• A strong and experienced leader.
• Proven expertise and experience in operational environments and processes.
• Experience managing complex change and integration for a large-scale organisation.
• A strong communicator with the ability to influence and consult.
• Operationally strong, you understand how the customer function works and have proven experience in the full suite of customer teams.
• Able to wear both an operational and strategic hat – transforming strategy into business and operational plans and deliver outcomes in a fast-paced environment.
•  Creative thinker - able to create enterprise wide strategies and deliver outcomes in a fast-paced environment.
• Able to inspire a leadership team and their teams to achieve goals and develop trusted relationships throughout the organisation and with key external stakeholders.
• Be a key advocate for change and inspire individuals to consistently exceed expectations.
• A high-level of integrity, trustworthiness, and the ability to maintain confidentiality.
• Able to critically evaluate performance and provide personalized development, feedback and coaching.
• Strong coach and mentor; able to understand individual motivators and key drivers of success.
• Role model for AIA’s culture and our Operating Philosophy of “Doing the Right thing, in the Right Way, with the Right people.

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.

• We invest in training and development to build on your current skills

• Career development through internal mobility opportunities
• Work for a business helping make positive health and wellbeing changes to the lives of New Zealanders
• Access additional leave days to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers
• Flexible working arrangements

What’s next?

If you’re passionate about making a difference – then click the ‘Apply Now’ Button!

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:

Amber.Roche@aia.com, Karen-K.Marshall@aia.com, Kerry.McCormick@aia.com

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.