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 role will be responsible for leading cross functional training projects and to execute learning strategies across current training models.

You will also be responsible for design, development and implementation of blended training solutions that build capability and support the change agenda of the business.

The ideal candidate will drive the development and implementation of customer care 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 capability uplift through well designed training programs, blended learning solutions and ongoing skill gap analysis.
• Improve customer satisfaction by using feedback and performance metrics to design training, strengthen first call resolution and lift loyalty.
• Identify and implement process improvements that increase efficiency, accuracy and overall service quality.
• Ensure all activities meet regulatory, risk and compliance requirements while resolving issues, incidents and complaints promptly.
• Drive strong operational performance by improving productivity, maintaining high quality standards and supporting key customer experience measures including NPS, effort and partner satisfaction.
• Maintain skill matrix and conduct gap analysis to recommend training opportunities.
• Monitor and analyse customer feedback (CES, CSAT, QA and VOC), trends, and metrics to identify areas for improvement.

Successful applications will demonstrate:

• Demonstrated experience in designing and delivering training solutions in a complex organisation.
• Experience in the Life Insurance and Claims industry.
• Superannuation experience (desirable)
• Develop and maintain productive and professional working relationships with all stakeholders and clients to ensure they are kept informed of all training opportunities.
• Hands on approach to capability and be willing to support the wider Contact Centre KPI’s

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 prior to 6th of March 2026