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 opportunity:
Our Claims team is growing, and we now have a fantastic permanent opportunity for a Capability & Training Specialist to join the team based in either Melbourne or Sydney.
As the Capability & Training Specialist, you will design, develop, and implement blended training solutions that build capability across our Claims business.
The role also involves implementing continuous improvement opportunities, ensuring that our contact centres deliver exceptional service and support to our policyholders, advisers, and prospective clients.
To do this successfully you will:
Deliver an annual program of work to achieve capability uplift and key business outcomes
Maintain skill matrix and conduct gap analysis to recommend training opportunities
Design and implement training to improve customer satisfaction and loyalty.
Monitor and analyse customer trends, and metrics to identify areas for improvement
Develop, implement, and continuously improve true first call resolution for our customers, advisers, and partners.
Identify opportunities for process enhancements and implement solutions to improve efficiency and effectiveness
Ensure that all customer interactions comply with regulatory requirements and internal Risk and Compliance Framework
Successful applications will demonstrate:
Experience designing and delivering training solutions within the Financial Services industry
Experience working within Superannuation will be highly desirable
A confident communicator with the ability to effectively work with a variety of stakeholders
High attention to detail, exceptional organisational skills and the ability to manage competing deadlines
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 arrangements
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 today.