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Team Leaders – Member Experience
2 weeks ago
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:
We have three opportunities available for Team Leaders – Member Experience to join our AIA Health business in Melbourne. Within these roles you will Support the delivery of high-quality service within the Member Experience team, focusing on all member servicing enquiries including contact centre operations, ancillary claims, administration and retention.
Within these roles you will provide ongoing support to our Member Experience Consultants to ensure the highest level of accurate information is provided and service levels are maintained. You will also have the opportunity to be actively involved in Continuous Improvement and ensuring commitment to building a continuous improvement culture
To do this successfully you will:
Lead the team to ensure timely and accurate responses to customer and provider inquiries across all communication channels
Oversee operational effectiveness and accuracy in processing of ancillary claims, inbound retention program, administration, quality assurance/peer review tasks.
Develop a cadence for 1:1s and facilitation of coaching plans for direct reports to build capability and performance
Act as the escalation point for any queries for member servicing tasks when required
Manage workflows and attain SLAs within a timely manner
Provide regular reporting and insights to the Member Experience Manager on team KPIs, customer experience and operational performance
Maintain effective communication and stakeholder engagement across the wider Health team
Support the Member Experience Manager to meet agreed performance targets, continually seeking ways to improve efficiency without negatively impacting service
Work closely with the Continuous Improvement team to incorporate internal and external feedback from Compliance, Regulators and Members
Support a culture of continuous improvement and LEAN practices to enhance productivity and profitability
Demonstrate a high level of competence and proficiency in the use of core systems (HAMBS, e5 and VMMP)
Successful applications will demonstrate:
Proven leadership experience in a contact centre environment, with a strong track record of building team capability and delivering results across multiple priorities
Experience in Private Health Insurance (PHI) highly desirable, with working knowledge of HAMBS, e5, and Salesforce
A deep understanding of customer service principles, with demonstrated success in delivering high-quality service in health insurance, finance, or similar sectors
The ability to manage high-pressure, process-driven environments with the ability to prioritise workloads and proactively address resource any capacity challenges
Exceptional stakeholder and communication skills with experience developing internal processes to enhance team productivity and service quality, while handling sensitive issues with discretion.
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 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 Friday, 29 August 2025.
