At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
Sound like you Then read on.
About the Role
In this role, you will lead the assessment, triage and resolution of complex customer and public concerns, ensuring appropriate case ownership, stakeholder alignment and service recovery outcomes. The role also serves as a senior escalation point within Client Communications, supporting the Section Head in managing high-risk and sensitive cases, driving customer-centric resolutions, strengthening governance and operational excellence and contributing to strategic initiatives that enhance customer experience and organisational effectiveness.
Key Responsibilities:
Webform Case Intake, Assessment & Triage
- Serves as the primary triage function for customer and public feedback received through AIA's newly introduced three-site webform channels, implemented in response to MAS recommendations to strengthen customer feedback accessibility and handling.
- Review and assess cases for complexity, customer impact, reputational risk, regulatory implications, and potential escalation indicators.
- Determine the appropriate ownership and resolution pathway, exercising sound judgment to distinguish matters that can be effectively managed within Client Communications from those requiring escalation to Service Quality or other stakeholders.
- Facilitate stakeholder discussions to achieve alignment on case classification, ownership, and handling approach, particularly for sensitive, high-risk, or disputed cases.
- Ensure matters involving potential regulatory, compliance, conduct, or data privacy concerns are escalated promptly in accordance with governance requirements.
Complex Customer Concern Management & Service Recovery
- Manage complex, sensitive, and emotionally charged customer and public concerns that require careful assessment and intervention.
- Investigate, engage relevant business units and evaluate public / customer sentiment, operational impact, and potential risks to determine appropriate resolution strategies.
- Exercise strong judgment and empathy to de-escalate, contain situations, rebuild customer confidence and drive fair and balanced service recovery outcomes while safeguarding the company's interests and reputation.
- Utilise the most appropriate communication channels, including proactive outbound telephone engagement where necessary, to obtain information, clarify concerns and facilitate timely resolution.
Operational Email Support
- Manage and respond to customer enquiries received through the Email Team's servicing channels, ensuring accurate and professional communication in accordance with established service standards and turnaround times.
- Monitor daily queues, prioritise workloads and support business continuity to maintain customer service levels.
Escalation Handling
- Serve as the first level escalation point for complex or sensitive cases encountered by team members.
- Provide guidance on case assessment, stakeholder engagement, response strategies, and customer management approaches to ensure consistent and effective handling of challenging situations.
Operational & Team Oversight
- Support the Section Head in monitoring operational performance, quality of service and team productivity.
- Conduct quality reviews with pic, identify coaching opportunities and guide team members on process compliance, communication standards and best practices.
- Contribute to process improvement initiatives that enhance efficiency, customer experience and governance outcomes.
Stakeholder Management & Representation
- Represent Client Communications in cross-functional discussions when necessary.
- Provide operational insights and recommendations on customer concerns, escalation trends, ownership discussions and process improvements.
- Present case updates, key risks and customer feedback themes to management when required.
Strategic & Departmental Initiatives
- Partner with the Section Head on strategic, operational and governance initiatives, including process enhancement, customer experience improvements, risk management activities and cross-functional projects.
- Undertake additional responsibilities and special assignments as required to support business objectives and evolving customer servicing needs.
