They say the customer is always right – for AIA New Zealand’s customer operations head Maddie Sherlock (pictured), a customer is one whose needs and expectations are always evolving and paving the way for exciting opportunities. Here the recently elevated leader talks about her widened remit, which she believes is “such a critical part” of the life insurer.
“We have brought our service and relationship teams together across both new and existing business, partner relationships, and underwriting,” noted Sherlock, who prior to this month’s career move was in charge of new business. “This allows us to take a strategic view over the whole customer journey so we can provide a market-leading customer, adviser, and partner experience.”
According to AIA NZ, technically the role of customer operations head is a new position within the company, but the insurer highlighted that they have had equivalent posts in the past. From Sherlock’s perspective, it is a broadened responsibility that she is ready to take up.
“In leading such a critical part of our business, there are some challenges but also some exciting opportunities – no two days are the same – so I’m proud to work with such a dedicated team and for a great organisation,” she told Insurance Business.
“At AIA, our purpose is to help people live healthier, longer, better lives, and I love being a part of a purpose-driven organisation. Every day is different and provides new opportunities to solve problems and find solutions that ultimately make our customers’ lives better.”
Sherlock has been part of AIA New Zealand since 2015, via acquired business Sovereign.
“After I finished university, I joined a travel insurer and held various roles across the business,” she recalled. “Having built some experience up, I was keen to move into relationship management and leadership roles – so, when a partner relationship manager role popped up at Sovereign, I applied and made the move to life insurance.”
Aside from relationship management, Sherlock’s credentials also span claims and underwriting. In her new capacity, she will lead the operational service and relationship teams not only for new and existing business but also in underwriting and partner relationships. Sherlock will ultimately be responsible for developing and implementing the insurer’s operations and service strategy.
“Our partner relationship managers, together with our business development managers and the distribution team, do a great job of supporting our advisers and partners so together we can better support our customers,” Sherlock told Insurance Business.
“At AIA we have a strong digital offering, and great platforms and tools for our advisers and partners via AIA Hub. We are continually developing and enhancing those digital tools, and our team is key in helping advisers get the most out of our digital platforms to make it even easier to do business with us.
“Our customers’ needs and expectations always evolve and change. Digital tools and systems have made a big difference to how we interact with our customers and with advisers, but there is still work to do to simplify processes and systems so we can continue to deliver outstanding service.”
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