Kuala Lumpur, 21 November 2014 – AIA Bhd. announced the appointment of Mr. Troy Barnes as Head of Customer Experience and Ms. Aini Jellanie as Head of Retail Operations of AIA Bhd. They will both report to Bill Lisle, CEO of AIA Bhd.
Said Mr. Lisle, “AIA aims to constantly exceed our customers’ expectations by providing better customer experience to our new and existing customers. To ensure we continue to work towards delivering world-class services to our customers, I am pleased to have both Troy and Aini on board. I am confident they will drive transformational change to position AIA as the first-choice financial services provider for our customers.”
Mr. Barnes joined AIA Malaysia from Group Office where he served as the Head of Business Process Transformation. In this new role, Mr. Barnes is responsible for developing AIA Malaysia’s customer experience blueprint with the Operations, IT, Sales and Marketing teams to ensure strong links with the Company’s strategy and brand.
As Head of Customer Experience, Mr. Barnes is also responsible for Customer Service, Branch Services, MDRT Premier Service and Acceleration Programme Office.
Prior to joining AIA, Mr. Barnes held local and regional senior management positions with ING in Japan, Korea, Hong Kong, Taiwan and Australia, where he achieved substantial top and bottom line value with a focus on delivering better service to customers.
Mr. Barnes hold a Bachelor’s degree in Business (majoring in IT), from LaTrobe University Australia.
Ms. Aini Jellanie, who previously led AIA Bhd.’s operational change management, is appointed as Head of Retail Operations. She now leads the following operational functions: New Business, Life Claims, General Insurance Operations, Mortgage Operations, Medical and Retail Operations Project Support.
With more than 20 years’ of experience in the insurance industry in Singapore, Ms Jellanie has previously worked for Zurich Life, HSBC Insurance, AXA Life, Swiss Reinsurance and Prudential.
In her new role, Ms. Jellanie is also responsible for several areas, namely: developing and executing the strategies for Retail Operations to ensure the achievement of AIA’s operations acceleration roadmap, driving and executing business process improvements in collaboration with other relevant functions, leading initiatives to drive consistency in quality management, divisional employee learning and development, resource management and communication to ensure successful implementation of the various strategic priorities for the Retail Operations functions.
Ms. Jellanie will also ensure the holistic risk management aspects of the Life business are well executed and that AIA offers the best coverage to our customers.
Ms. Jellanie holds a Bachelor’s degree in Business Administration from the National University of Singapore.