Capability Delivery Specialist - Claims

The Capability Delivery Specialist - Claims plays a key role in strengthening technical excellence across the Claims function and helping deliver better outcomes for customers. Working closely with the Head of Claims, Claims Leaders, and a broad network of stakeholders, you will design and deliver capability frameworks, learning pathways, and performance uplift initiatives that help individuals and teams thrive. This is an opportunity to combine deep claims expertise, coaching, data insights, and continuous improvement to shape how capability is developed across the function. Your work will directly influence performance, consistency, and customer experiences while supporting a culture of learning and growth.

• Design and evolve capability frameworks, learning pathways, and performance strategies that strengthen claims capability and support business priorities.

• Analyse performance data and stakeholder feedback to identify trends, uncover improvement opportunities, and drive targeted capability uplift initiatives.

• Deliver engaging training, coaching, and technical support that builds confidence, capability, and consistency across Claims teams.

• Influence leaders and stakeholders through insight-led recommendations that support informed decisions and high-performing teams.

• Lead continuous improvement initiatives that enhance process efficiency, strengthen quality outcomes, and improve customer experiences.

• Create and maintain clear guidance, resources, and documentation that embed best practice and support operational excellence.

• You have strong claims experience and bring well-developed technical expertise across claims processes, systems, and customer outcomes.

• You have experience designing, facilitating, or coaching capability and learning initiatives that help individuals and teams perform at their best.

• You bring strong analytical skills and use data-driven insights to identify opportunities, solve problems, and improve performance outcomes.

• You have a collaborative approach and build trusted relationships that enable you to influence stakeholders across multiple teams and functions.

• You bring excellent communication skills and confidently adapt your style to support, coach, and engage a diverse range of people.

• You may also have knowledge of AIA's claims products, systems, and processes, and experience developing operational resources such as SOPs, process documentation, or policy guides.

At AIA, we know your career with us is just beginning, and we’re committed to helping you make it extraordinary. In return for your energy and ambition, you’ll gain access to hands-on experience, structured development programs, and mentorship from some of the most inspiring leaders in the industry. We offer flexible ways of working, competitive rewards, and a culture that values curiosity and collaboration. Here, you’ll have the chance to learn, grow, and contribute to our mission of helping a billion people live Healthier, Longer, Better Lives by 2030, while shaping a future that matters for you and the communities we serve.

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at nz.talentacquisition@aia.com.

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:

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