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Contact Centre Team Manager

4 months ago

Sydney, Australia AIA Full time

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

We have a rare opportunity for an experienced Manager to join our call centre, where you will be responsible for leading a team of Life Insurance Claims Contact Centre individuals in our Group Claims operation. You will provide ongoing coaching and development of staff as well ensuring execution of agreed claims management strategies.

To do this successfully you will:

- Accountability for the team’s overall achievement of productivity, KPIs and quality targets for Group Insurance clients
- Day-to-Day management of a Group Administration & Contact Centre team which may include Administrators, Senior Administrators and Client Contact Centre Representatives
- Day-to-Day management of Case tasks, monitoring phone queue, monitoring of AOM, verification of AOM
- Responsible for the daily Quality Assurance process for Group Administration & Client Contact Centre Representatives work and the completion of quality reviews for all administration staff as well as management of internal / external audits
- Develop staff and provide training
- Work with leadership team to develop and implement key engagement strategies for Group Administration & Client Contact Centre Representatives team (including Quality and process efficiencies).
- Managing a Call Centre Team
- Performance management/coaching/mentoring staff
- Experience within insurance or related finance industry
- Prior people management experience, leading and motivating a team and creating a positive and dynamic team environment
- Understanding of performance targets and measurements, and the ability to track and monitor within the operations

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

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. Through life and health insurance, financial wellbeing and our total wellbeing ecosystem that includes AIA Vitality - the world’s leading science-backed wellbeing programme - we’ve started a movement to make Australia the healthiest, best protected nation in the world.

As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group with a presence in 18 markets in Asia-Pacific - 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.

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every