Advice Support Manager

AIA Hong Kong; City of Brisbane; On-site; AUD 80,000 - 100,000; Full time

Job summary

A prominent life insurance company is looking for an Adviser Support Manager in Brisbane. This role involves leading initiatives to enhance adviser engagement and reduce customer lapse rates. The ideal candidate will have experience in financial services, a strong understanding of customer analytics, and a passion for improving retention outcomes. AIA promotes a supportive culture and offers flexible working arrangements and career development opportunities.

Benefits

Career development opportunities

Flexible working arrangements

Additional leave days

Health and Wellbeing initiatives

Qualifications

• Experience in a similar role within financial services or life insurance.
• Proven track record in driving retention strategies with data insights.
• Strong understanding of customer value models and regulatory environments.

Responsibilities

• Build relationships with advisers to identify lapse trends.
• Manage retention strategies and ensure KPI alignment.
• Develop retention tools focusing on customer value and profitability.

Skills

Relationship building

Customer analytics

Data-driven strategy

Organizational change management

Industry knowledge (Life Insurance)

Job description

BE THE DIFFERENCE

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. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunities

AIA are seeking strategic and relationship-driven Adviser Support Managers to join their team in either Brisbane, Melbourne or Sydney. Within these roles you will lead targeted retention initiatives across specific regional in force portfolios.

These roles are pivotal in reducing customer lapse rates, enhancing adviser engagement and supporting the execution of our Enterprise Retention Strategy. You will work closely with a selected panel of advisers, their support staff, and internal teams to develop and implement retention plans that drive measurable improvements in key metrics. This role also supports regional teams with adviser servicing and in force management needs, as directed by the National Manager, Premium Relations and Adviser Support.

To do this successfully you will

• Build relationships with selected key advisers in support of identifying lapse trends and drivers within their business
• Work with the Regional Manager, Retail Distribution in the delivery of Retention Case Management process, including ensuring that activity is achieving desired targets and looking for opportunities to enhance its effectiveness
• Partner with the Distribution Team under Retail Distribution and Retention to support, align and prioritise retention activities and performance against agreed KPI’s (campaigns, offers, capabilities)
• Work with the Head of Retention and National Manager, Premium Relations and Adviser Support to ensure that retention strategies are seamlessly executed across Marketing, Operations, Product, Pricing and Finance
• Develop and deliver retention tools and capabilities focused on driving outcomes aligned to Customer Value, Segmentation and profitability – with measurable outcomes and benefits
• Work with the Strategic Partnership / TECE team in building our training materials and content for presentations and online tutorials
• Leverage data and insights from customer and lapse analytics to identify at-risk customers/advisers and implement retention strategies tailored to mitigate these risks
• Continuously assess the effectiveness of retention tools campaigns and initiatives, ensuring they deliver measurable improvements in lapse rates and customer lifetime value

Successful applications will demonstrate

• Experience in a similar functional or operational role within financial services or the life insurance industry
• Proven track record in utilising customer analytics and data-driven insights to drive retention strategy and execution
• Experience in managing organisational change, specifically in embedding new processes and strategies that improve customer and adviser retention outcomes
• Experience in and strong understanding of Life Insurance and Customer Value/Propensity models
• An understanding of the regulatory environment that AIA operates in
• The ability to views the world from a Customer and Adviser’s perspective to drive continuous improvement that better serves Customer, Adviser and enterprise needs
• The ability to e ffectively build rapport and mutually beneficial partnerships with internal and external stakeholders

Why choose AIA

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Access our training and development to build on your current skills
• Career development through internal mobility opportunities
• Work for a business helping millions of Australians and make a difference to someone’s life everyday
• Access additional leave days a year to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers
• Flexible working arrangement

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every single day, apply via the link.