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 opportunity:
AIA Vitality is a personalised, science-backed health and wellbeing program that supports you every day to make healthier lifestyle choices. It helps you get to know your health, provides you with the tools to improve it, and offers great incentives to keep you motivated on your journey.

AIA now has a fantastic permanent opportunity for a Capability Specialist – AIA Vitality to join the team based in Melbourne.

As the Capability Specialist, you will design, develop, and implement blended training solutions that build capability across our AIA Vitality Operations team and that support the change agenda for the 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 ideally within the Insurance or Financial Services industry
• Experience working with our AIA Vitality product will be highly regarded
• 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

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.