Consultant, Client Communications

At AIA, we've started an exciting movement to create a healthier, more sustainable future for everyone. We're looking for ambitious people who believe in playing an important part in shaping that future.

About the Role

As a Consultant, Client Communications, you will lead the assessment, triage, and resolution of complex customer and public concerns, ensuring appropriate case ownership, stakeholder alignment, and service recovery outcomes. You will serve as a senior escalation point within Client Communications, supporting the Section Head in managing high-risk and sensitive cases.

Key Responsibilities:

• Webform Case Intake, Assessment & Triage:
• Serve as the primary triage function for customer and public feedback received through AIA's webform channels.
• Review and assess cases for complexity, customer impact, reputational risk, regulatory implications, and potential escalation indicators.
• Determine the appropriate ownership and resolution pathway.

• Complex Customer Concern Management & Service Recovery:
• Manage complex, sensitive, and emotionally charged customer and public concerns.
• Investigate, engage relevant business units, and evaluate public/customer sentiment, operational impact, and potential risks.
• Exercise strong judgment and empathy to de-escalate, contain situations, rebuild customer confidence, and drive fair and balanced service recovery outcomes.

• Operational Email Support:
• Manage and respond to customer enquiries received through the Email Team's servicing channels.
• Monitor daily queues, prioritise workloads, and support business continuity.

• 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.

• Operational & Team Oversight:
• Support the Section Head in monitoring operational performance, quality of service, and team productivity.
• Conduct quality reviews, identify coaching opportunities, and guide team members on process compliance, communication standards, and best practices.

• 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.

• Strategic & Departmental Initiatives:
• Partner with the Section Head on strategic, operational, and governance initiatives.
• Undertake additional responsibilities and special assignments as required.

Benefits: AIA offers opportunities for career and personal growth, and supports employees in living Healthier, Longer, Better Lives.