Delivery of a market leading customer and adviser experience a key focus for recent AIA NZ appointments

AIA NZ is pleased to announce two new leadership roles within the Customer division, reporting to Chief Customer Officer Angela Busby, with the appointment of Maddie Sherlock to the role of Head of Customer Operations, and Andrew Anisi to the role of Senior Manager Contact Centre & Business Solutions.

Maddie Sherlock joined AIA in 2015 and has held several leadership positions across the operations teams, most recently as AIA NZ’s Head of New Business. In this newly created Head of Customer Operations role Maddie leads AIA NZ’s operational service and relationship teams across both New and Existing Business, Partner Relationships, and Underwriting. The role is also responsible for the development and implementation of AIA’s operations and service strategy to provide a market leading customer, adviser, and partner experience. 

Maddie is excited to step into her new expanded role: “Our Customer Operations teams are such an important part of how we do business at AIA NZ, so I’m really excited and proud to take up this next challenge and lead this team of great people to continue delivering outstanding service to our distribution partners and customers”.

In another internal move, Andrew Anisi steps into the new role of Senior Manager Contact Centre & Business Solutions from his prior position of Manager of Partner Relationships. Andrew joined the team at AIA NZ in 2016.

In this role, Andrew leads AIA NZ’s high-paced Customer & Adviser Relationship teams to deliver outstanding service and efficient resolution of customer, adviser, and partner enquiries via our phone and Live Chat channels. 

Andrew says, “Our contact centre teams are the voice of AIA NZ, so it’s a great opportunity to lead these teams to make a difference every day for our customers and distribution partners”.

Chief Customer Officer Angela Busby says, “I’m so pleased to have such high calibre talent within our team to step into these critical roles”.

“Maddie is passionate about supporting people to achieve peak performance and finding new ways of working to deliver an exemplary customer experience, so I’m confident she’ll be a great success in this new position.

“Andrew has developed some great knowledge and experience, and I know his demonstrated passion for our business and for improving service delivery to our customers and partners will serve him well,” says Angela.