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:

This is an exciting opportunity for an experienced Contact Centre Team Manager to come join us and help lead our Customer Relationship Team (CRT) at AIA.

As the Customer Service Team Manager for our CRT team you will report to the Head of Existing Business and will be responsible for ensuring AIA achieves its strategic goal of delivering first class service and exceeding customer expectations through providing strong leadership and direction to the CRT team.

You will also contribute to the overall success of contributing to the success of the Customer Services Channel and managing relationships with other key stakeholders. You will help run a team of 10-15 direct reports.

About the role:

• End to end management of the Customer Relationship Team and all associated tasks including the daily operations, management of queues, workflow, issue escalation and management and people.
• Lead and inspire the team, creating a positive team environment, engaging our people and create a culture of 1st Class service and sales.
• Support and encourage the development of the Customer Relationship Team members through Personal Success Plan (PSP) & IDP processes managing performance and setting expectations.
• Ensure that the Customer Relationship Team delivers a 1st CLASS service experience making it easy for our Partners to do business with AIA.
• Contribute to the achievement of AIA’s and the Customer team’s strategic goals, actively seeking opportunities to build on identified targets and goals.
• Performs other responsibilities and duties periodically assigned by the Head of Existing Business to meet reasonable operational and/or other requirements.

About you:

• Proven staff management skills.
• Contact Centre management experience.
• Strong computer skills and the ability to pick up complex systems.
• In depth understanding of industry products and practices.
• Sound understanding of legislation affecting the industry.
• Passion for and the ability to contribute highly to a team environment.
• Ability to reach sound decisions and solve problems independently.
• Superior stakeholder relationship management experience.
• Excellent negotiation and influencing skills, with the ability to collaborate to find solutions that meet business needs.

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:

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.