Tom Rees

Purpose of this role was to provide business management and support to the Chief Customer Experience and Operations officer (CXO).

Key Responsibilities / Achievements:

• Delivery of key planning activities to help guide and inform AIA's 2024 customer and operations strategy.
• Coordinated events for CXO staff members, promoting team-building activities and boosting morale within the workplace.
• Collaborated on special projects with AIA's Head Office to identify opportunities to participate in AIA Group led program initiatives.
• Represent CXO at relevant forums and committees.
• Prepare high impact communications for CXO including presentations, videos emails ect.
• Co-Ordinate CXO department operating rhythms to improve efficiency ensuring prudent management of agenda's and action items.
• Prepare critical ExCO and Board pack submissions on behalf of CXO.
• Support CXO in managing accountability under Financial Accountability Regime (FAR).

Role focused on leveraging my operational and system experience in driving AIA's Technology, Data and Analytics (TDA) program designed to deliver best in class customer experiences in response to evolving market conditions and consumer expectations.

Key Responsibilities/ Achievements:

• Served as the primary liaison between technical teams, business units, and project delivery office during product development stages.
• Collaborated with stakeholders to define project scope, objectives, and deliverables that aligned with business goals.
• Enhanced product development by implementing Agile methodologies and practices.
• Facilitated sprint reviews, retrospectives, and daily stand-up meetings to ensure transparency in the development process.
• Supported scrum team in product owner capacity by prioritizing features and coordinating cross-functional teams.
• Developing end to end customer journey maps using MIRO.
• Managed risks and resolved issues promptly, maintaining project momentum and stakeholder satisfaction.

Overall responsibility for delivering a simpler, faster and more connected new business service experience for Retail and Direct customers and partners.

Led team of 40 customer service staff plus accountability for 15 processing staff housed in AIA's offshore shared service office.

Key Responsibilities/ Achievements:

• Developed and executed department's strategic plans for increased productivity, profitability, and overall business growth.
• Implemented evolved ways of working to achieve key performance indicators and drive positive results across the retail and direct channels leading to AIA's improved market share position.
• Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
• Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures to improve new business speed, quality and reduce cost.
• Ensured compliance with industry regulations, company policies, and best practices including internal and external audit.
• Championed department during major project delivery's such as to facilitate seamless transitions during major project delivery example My Way Life (2022) & AIA Financial Wellbeing (2021).
• Developed and reviewed reporting capability to address specific business needs and support decision-making processes for Senior Management and AIA's Group Office.

Role focused on delivering exceptional customer service outcomes for Retail and Direct policyholders across New Business, Policy Administration and Adviser / AFSL maintenance

Led team of 50 customer service staff plus accountability for 50 processing staff housed in AIA's offshore shared service office.

Key Responsibilities/ Achievements:

• Contributed to creation of Retail's Insurances strategic plans that aligned with AIA's overall vision and goals.
• Supervised daily operations establishing performance and service culture through ceremonies and rhythms that improved customer experience outcomes.
• Cultivated strong relationships with internal stakeholders, clients and retail advisers to build trust and alignment through regular feedback forums.
• Increased employee engagement by implementing team-building activities, open communication channels and building yearly engagement plans based on employee feedback.
• Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives using data analysis and insights.
• Worked with internal risk and governance teams to ensure compliance with industry regulations, AIA's internal policies and process to mitigate and manage our risk profile.
• Enhanced and redefined AIA's administration structure through AIA's acquisition of Comminsure to right fit the organization.
• Championed retail operations in Major Project deliveries: AIA Vitality, Hayne Royal Commission, Annual Product Releases, AIA Health.