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Job Summary: Melbourne VIC At AIA Australia and New Zealand, our purpose is to make a difference in people’s lives through our customer value proposition centred on Life, Health and Wellness. Our vision is to champion Australia and New Zealand to be the healthiest and most protected nations in the world. Our firm belief is that by following our operating philosophy of doing the right thing, in the right way with the right people, the results will come.

Job Details: The opportunity at AIA
Reporting to the Retail Claims Team Leader the purpose of this role is to support the Retail Claims department by developing and implementing a program of robust training, coaching, ongoing development and quality control. A proactive approach to analysing and identifying skill gaps are vital to this role while simultaneously building a continuous improvement culture and driving learning through innovation. A key aspect of this role will also involve building a library of processes and procedures to be added into Confluence. Ultimately the objective of this role will be to uplift all staff in the department through coaching and ongoing development and support the Leadership team with key activities across the business.


Some of the key responsibilities include:

Create a Coaching and Quality Framework for Phone Calls which includes a quality scorecard that measures best practice and aligns with AIA’s philosophies
Monitor calls per staff member a month, evaluate service delivery and performance and provide feedback accordingly
Oversee the design and implementation of the Claims Quality Framework
Provide monthly reporting on all Quality Audits performed to Claims Leadership team and internal stakeholders as appropriate
Work closely with the Claims Leaders and UCD to support the quality, design, development and delivery of tailored training materials and philosophies, to address technical capability requirements of the Retail Claims Team
Work closely with Claims Leaders and the UCD Team to incorporate internal and external feedback from Compliance, Regulatory, Reinsurance, Clients, etc., into Quality Frameworks and training programs
Work with Claims Leaders to understand the development needs and career aspirations within the Retail Claims function and incorporate into technical training programs.
Identify skill gaps, trends and areas for improvement through analysis of the Claims Quality Portal and creating specific training to bridge any knowledge gaps
Complete spot checks on Assessor to ensure assessments comply within agreed standards and expectations and work with individual staff to target areas of improvement
Leverage internal training such as Catalyst to identify relevant courses for staff members across the department and subsequently utilising this platform as a basis to facilitate workshops and development throughout the year
Identification and reporting of potential risks within process or quality and subsequently adding to the risk register
Identify appropriate controls and work closely with stakeholders to ensure risk is mitigated.
Work closely with the Claims Technical Training Manager to ensure feedback is aligned with correct practices and aligned to process manuals and documents.
Key point of contact for any training and quality/compliance related matters
Map out and create a process and procedure manual on all aspects of Claims Assessment and Administration Functions across Retail Claims to be added to Confluence
To be successful in this role, we are looking for the following:

Tertiary qualified in business related or a Training discipline would be preferred.
Experience within insurance or related industry, with high level of knowledge of product, claims, medical, system and legislation/regulations impacting life insurance
Demonstrated ability to lead and influence staff and create and sustain a positive attitude to change
Strong understanding of the legislative framework impacting life insurance
Strong customer service focus
Analytical skills, with a high attention to detail and the ability to analyse data, make recommendations and act on decisions
Understanding of performance targets and measurements, and the ability to track and monitor delivery