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 opportunity is for an Operations Lead – Contact Centre Technology who will play a critical role in shaping and improving AIA’s contact centre platforms to deliver strong customer and employee experiences. The role focuses on understanding business needs, leveraging cloud contact centre technologies, and translating requirements into clear, actionable plans. It involves contributing to the technology roadmap, leading governance and delivery of enhancements, running regular delivery forums, and building strong partnerships across internal teams and external vendors, all while operating effectively under tight timelines in a fast paced environment.

The successful candidate is ideally located in Sydney.

To do this successfully you will:

• Develop and maintain a clear contact centre technology vision and roadmap, balancing long term transformation such as automation and AI with day to day operational needs and continuous platform improvement.
• Translate complex business problems into clear, actionable technical requirements by leading stakeholder workshops and communicating effectively with both business and technology teams.
• Build strong working relationships with internal stakeholders, development teams and external vendors to ensure solutions are delivered to expectations, supported effectively, and aligned to broader business goals.
• Drive delivery and governance of contact centre initiatives end to end, managing dependencies, risks, timelines and stakeholder expectations while operating in a fast paced environment.
• Continuously improve contact centre capability and performance using data driven insights to enhance customer experience, employee experience, platform reliability and operational efficiency.

Successful applications will demonstrate:

• Clear, confident written and verbal communication skills, with the ability to explain complex technical concepts in simple, practical terms to a broad range of stakeholders.
• Strong interpersonal skills and a collaborative approach, enabling trusted relationships across Technology, Customer Care, Health Contact Centres, leadership teams and external partners.
• Experience delivering contact centre platform (ideally Genesys Cloud) enhancements that deliver improved business outcomes and customer and employee experiences
• A consultative mindset, acting as a trusted business partner who listens, influences, and works alongside stakeholders to shape effective solutions.
• The ability to provide data driven insights and recommendations, tailoring messages to different audiences and supporting informed decision making at all levels of the organisation.
• Effective engagement with external vendors and partners to support successful delivery of initiatives, enhancements and ongoing operational outcomes.

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.