CX Training Lead

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

The Customer Experience Training Lead in Operations will be responsible for ensuring that all processing staff are effectively onboarded, upskilled and refreshed with the applicable operational processes. This is done in collaboration with the Business Unit Managers and Leaders in Operations. New products, process changes and innovations that need to be cascaded, learned or adapted by the operations employees will be under the purview of the CX Training Lead. The objective is to enable all employees in Operations to perform their roles with efficiency, ease and effectiveness. Employee experience, matched with competency and capability, is crucial in the delivery of best-in-class service to the customer and distribution.

• Develop and implement comprehensive training programs for new hires and existing staff, including but not limited to programs or training modules that are related to granting of processing authorities, quarterly or annual recertification, upskilling as a means to address competency and business demand gap, and refresher as remediation to a processing error or risk incident.
• Design applicable onboarding program and conduct sessions, alongside the hiring manager/s, to familiarize new employees with company policies, procedures, system access, relative to the employee’s role / function.
• Design and deliver upskilling programs to enhance employee’s skills and knowledge in life insurance operations and the function performed.
• Organize regular refresher courses to ensure the employee stays updated with the latest industry practices and company processes.
• Collaborate with Business Unit (BU) Heads to identify training needs and develop tailored training solutions.
• Monitor and evaluate the effectiveness of training programs and make necessary adjustments. Maintain training records and documentation or link the training program and hours completed to employee systems such as Workday, as a means to track completion of identified development programs related to Operations.
• Provide support and mentorship to employees, alongside BU Heads to help them succeed in their roles.
• Advocate and push for timely completion of enterprise mandatory training programs and recertification (e.g. Code of Conduct, Business Continuity, and the like) for employees in Operations.

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

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