Job Description

FIND YOUR \'BETTER\' AT AIA

We don\xe2\x80\x99t simply believe in being \xe2\x80\x98The Best\xe2\x80\x99. We believe in better - because there\xe2\x80\x99s no limit to how far \xe2\x80\x98better\xe2\x80\x99 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\xe2\x80\x99d love to hear from you.

About the Role

Responsible for overseeing the Call Centre\xe2\x80\x99s training needs through scheduled Training Needs Analysis (TNA), and reviewing training materials.

Recommend relevant training (external/ in-house) based on the TNA, or latest trends/ quality assurance observations.

Managing events such as the departments Team Building and other engagement activities.

Reviewing complaints related to Call Centre by providing a comprehensive report with recommendations to the complaints team.

To be the main liaison for Human Resources on training related or staff engagement matters.

Managing the CX Newsletter and relevant operational/process changes as well as product communication to the Call Centre and Branch Operations.

Training:

Responsible for overseeing the Call Centre\xe2\x80\x99s training needs through scheduled Training Needs Analysis (TNA) and other insights to improve the Call Centers staff development.

Collaborate with Team Leaders / Unit Heads to assess employee performance, identify training needs, and create targeted improvement plans.

Recommend relevant training (external/ in-house) based on the TNA, or latest trends/ quality assurance observations.

Design and develop training materials, modules, and curricula tailored to the specific needs of Call Centre.

To conduct soft-skills training when required.

Acting as a backup for Process Trainers.

Engagement Management

Conceptualize, plan, execute and manage external staff events which may include departments Team Building and other engagement activities.

Review and select vendors (external training/ event providers/ suppliers/ event space/ venues) and align with the events goal to reach maximum staff engagement.

Manage such events within the budget, ensuring cost-effectiveness and adherence to financial guidelines.

Oversee event logistics, including venue selection, catering, transportation, and equipment.

Run a survey to understand staff needs.

Gather feedback once events have been successfully completed.

Collaborate with other units to align events with company culture and objectives.

Ensure that all events comply with company policies and safety regulations.

Liaison for Complaints Team

To review all complaints requests from the Complaints Team and provide a comprehensive report which includes a chronology / dialog.

To respond within the agreed SLA.

Liaison for Human Resources

To be the main liaison for Human Resources on training related or staff engagement matters.

Other Responsibilities

Performs other responsibilities and duties periodically assigned by HOU/ HOD in order to meet operational and / or other requirements.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

AIA