AIA
SeniorManager,CustomerCare
Neural analysis suggests this role is
optimal for Manager candidates.
“Senior Manager, Customer Care at AIA. Skills: Customer Success, Complaints handling, Regulatory compliance. Oversee complaints management process. Ensure timely resolution of complaints”
What You'll Achieve.
Complaints resolved within SLA; Average resolution time for complaints; Complaints closed on first contact; Reduction in repeat complaints; Reduction in escalations; Zero penalties related to complaints; Zero regulatory breaches; Timely reporting to regulatory bodies; Accurate reporting to regulatory bodies; Implementation of systemic improvements; Reduction in complaints volume
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
Compliant with regulatory standards, Customer-centric culture
What You'll Do.
Oversee complaints management process
Ensure timely resolution of complaints
Maintain compliance with regulatory standards
Enhance customer satisfaction
Develop strategy for complaints management
Foster customer-first culture
Set vision for complaints team
Set mission for complaints team
Set values for complaints team
Collaborate with senior leadership
Align complaints management with business objectives
Oversee complaints lifecycle
Ensure timely acknowledgment of complaints
Ensure timely investigation of complaints
Ensure timely resolution of complaints
Ensure timely communication of complaints
Define complaints handling policies
Refine complaints handling policies
Define complaints handling processes
Refine complaints handling processes
Define complaints handling workflows
Refine complaints handling workflows
Act as escalation point for complaints
Recommend complaints resolution
Ensure compliance with regulatory requirements
Monitor potential risks related to complaints
Report potential risks related to complaints
Address potential risks related to complaints
Lead audits of complaints processes
Lead reviews of complaints processes
Ensure accountability in complaints processes
Ensure transparency in complaints processes
Define key performance indicators
Define service level agreements
Monitor complaints data
Analyze complaints data
Identify trends in complaints data
Identify root causes of complaints
Identify areas for improvement
Prepare complaints reports
Present complaints reports
Recommend improvements in products
Recommend improvements in services
Recommend improvements in customer experience
Implement improvements in products
Implement improvements in services
Implement improvements in customer experience
Collaborate with cross-functional teams
Address systemic issues
Prevent recurring complaints
Ensure consistent communication with customers
Ensure empathetic communication with customers
Lead Customer Care Team
Mentor Customer Care Team
Manage Customer Care Team
Foster high-performing environment
Foster motivated environment
Enhance team competencies
Conduct performance reviews
Provide feedback to team members
Provide support to team members
Leverage technology to streamline processes
Ensure robust documentation practices
Ensure knowledge management practices
Act as liaison between Customer Care Team and
Collaborate with relevant teams
Align complaints management practices
Ensure consistent handling of complaints
How You'll Work.
Team & Collaboration
Cross-functional teams; Senior leadership; Risk and Compliance teams; Internal stakeholders; External stakeholders; Regulatory bodies; Legal teams; Business partners
Communication Scope
Empathetic communication
Full Job Description
**FIND YOUR 'BETTER' 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._ _We believe in empowering every one of our people to find their 'better' \- in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives._ **If you believe in better, we’d love to hear from you.** **About the Role** This role will oversee the end-to-end complaints management process, ensuring timely and effective resolution of customer complaints while maintaining compliance with regulatory standards and enhancing customer satisfaction. This leadership role requires strategic vision, operational excellence, and a commitment to driving a customer-centric culture within the organization. 1. Strategic Leadership a. Develop and execute the overall strategy for complaints management aligned with organizational goals and customer service standards. b. Foster a customer-first culture by setting the vision, mission, and values for the complaints management team. c. Collaborate with senior leadership to align complaints management initiatives with broader business objectives. 2. Complaints Handling and Resolution a. Oversee the end-to-end complaints lifecycle, ensuring timely acknowledgment, investigation, resolution, and communication. b. Define and refine complaints handling policies, processes, and workflows to drive efficiency and consistency. c. Act as an escalation point for complex and specialized complaints ensuring satisfactory outcomes for both customers and the organization. d. Recommend complaints resolution, depending on the nature to Operations Committee and Senior Leadership team. 3. Regulatory Compliance and Risk Management a. Ensure all complaints handling activities comply with local and international regulatory requirements and standards. b. Collaborate with Ri
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