Andrew Anisi
Head of Contact Centre @AIA NZ
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WORK HISTORY
Head of Contact Centre @AIA NZ
Auckland, NZ
Since stepping into the role, I’ve led a full transformation of the Contact Centre. We’ve more than doubled performance across key metrics and lifted CSAT by nearly 10%. I played a key role in delivering a new telephony platform within 12 months, enabling the rollout of AI use cases to boost efficiency and quality. Alongside this, I’ve helped shift the culture across the team, which has been a major factor in driving performance and consistency at scale.
EDUCATION
Auckland University of Technology
Diploma in Business, Business/Commerce, General
SKILLS
ABOUT ANDREW ANISI
Currently leading as Head of Contact Centre at AIA NZ. Known for expertise in stakeholder engagement and service model design, the role includes driving customer satisfaction and operational excellence. Recent achievements include introducing a telephony platform enabling AI-powered efficiency improvements and spearheading team culture transformations to enhance performance at scale. At AIA NZ, led a full contact center transformation, doubling key metrics and elevating customer satisfaction. Partnered with teams to deliver innovative solutions and align operational strategies with organisational goals. Motivated by creating scalable, customer-focused systems and fostering collaborative environments, bringing a fresh, results-driven perspective to leadership.
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