Aviva today announced that as part of its commitment to providing exceptional service, it will be restructuring some teams in its operational areas to increase efficiencies and to continue to deliver a high level of service to financial advisers.
Aviva today announced that as part of its commitment to providing exceptional service, it will be restructuring some teams in its operational areas to increase efficiencies and to continue to deliver a high level of service to financial advisers. The restructure will benefit advisers by providing an end-to-end service solution.
Commenting on the restructure, Frank Lombardo, group director operations, said: "Consistent good service is not an optional add-on but a key deliverable that is expected by advisers. In the first instance, we plan to decentralise the management responsibilities of our call centre along product lines with responsibility allocated to the respective general managers. We have also taken this opportunity to strengthen the management of our claims team. We see this as the most important service in the overall administration of protection business."
As a result, Aviva has announced several new appointments.
Jennifer Creaton who has been with Aviva for over 10 years has been appointed to the role of general manager protection operations. Jennifer will be responsible for the delivery of industry leading underwriting, claims, administration, and call centre service.
Reporting to Jennifer, Sean Potter has been appointed national claims manager where he will be responsible for overseeing the consolidation of claims administration and assessment into one team; this includes group life, wealth protection and insurance. This will assist in achieving an industry leading service for claims administration and assessment.
Phil Angelico has been appointed to the role of general manager investment operations. Phil will be responsible for enhancing the platform, superannuation and investment administration and call centre teams and delivering a full end-to-end customer experience.
With over 13 years with Aviva, Natalie Eckersall will take on the position of general manager customer technology. Natalie's responsibilities will be to drive the development and take-up of Aviva's award-winning n-link and Riskfirst technology and the management of the software support call centre team.
As a result of Natalie's new position, the Wealth Protection Product team will now report to John Ashton. John will be responsible for the development and delivery of strategy for Aviva's market leading protection products which will ensure Aviva continues to provide advisers and their clients with products that are competitive and innovative. John has been at Aviva for over four years.
Mr Lombardo also said: "The changes in our operations department will result in Aviva continuing to provide a superior service to our valued advisers. Importantly too, we're committed to developing people and their careers which resulted in Jennifer, Sean, Phil, Natalie and John being identified for these roles. Pleasingly, this change has not been driven by cost reduction, rather our desire to optimise our customer experience."
-ends-
For more information:
Ariana Alvarenga
Public Relations
Phone: (03) 9829 8985
Mobile: 0409 187 487
Disclaimer
This news release has been provided on the basis that it is only for the information and exclusive use of the particular person to whom it is provided by Aviva (Aviva Australia Holdings Limited ABN 38 095 045 784 and its related companies). While Aviva believes the information in this news release is accurate which in some cases has been provided to us by third parties, Aviva is not making any representation as to the accuracy, reliability or completeness of the information in the news release. Neither Aviva, nor its directors, officers or employees will have any liability to you or any persons resulting from your use of the information in this news release.
The information in this news release is of a general nature and has been prepared without taking into account any person's particular investment objectives, financial situation or particular needs. Applications to invest in a financial product issued by any company within the Aviva group must be made by completing the application form attached to or accompanying the applicable Product Disclosure Statement which is available from Aviva or your financial adviser. Aviva does not receive any remuneration in relation to the provision of the information available from this news release which is of a general nature only.