Client & Policy Servicing Supervisor

Provide supervisory oversight on the day-to-day management of the Policy Servicing team. Set KPI and standards for the team, monitor progress and motivate the team to achieve them. Identify and address learning needs of the team and coach team to ensure highest levels of operational/technical competence. Establish and maintain a positive, customer centric team culture. Plan for effective capacity and resource utilization for optimum productivity. Communicate job expectations and cascade timely information and updates to the team. Enforce policies and procedures and ensuring the team’s compliance to all internal and external policies, controls and guidelines. Acts as a role model for the team by consistently demonstrating core values and behaviors. Review, document and update SOPs to align and standardize the service delivery and processes. Manage and drive improvements within Client and Policy Servicing to increase overall efficiency levels and customers’ experience contributing towards improving Service Survey Net Promoter Score (NPS). Implement initiatives and activities to motivate staff and improve individual and team performance. Resolve customer complaints escalated by team member, troubleshoot operational issues and provide progress updates to internal/external stakeholders until resolved. Liaise and collaborate with stakeholders and cross-functional teams. Conduct all services in a professional manner demonstrating a high degree of quality and accuracy at all time. Conduct data analysis and utilize KPI data for Client and Policy Servicing to identify trends and improvement opportunities. Proactive in discovering opportunity for process and service improvement and drive change. Accountable for meeting individual (KPIs) and team goals. Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge, skill and experience. Manage expenses and budgets for the unit and continuously identify areas and opportunity to drive further cost efficiency and saving. Keep ahead of industry’s developments and apply best practices to areas for improvement

• Provide supervisory oversight on the day-to-day management of the Policy Servicing team
• Set KPI and standards for the team, monitor progress and motivate the team to achieve them
• Identify and address learning needs of the team and coach team to ensure highest levels of operational/technical competence
• Establish and maintain a positive, customer centric team culture
• Plan for effective capacity and resource utilization for optimum productivity
• Communicate job expectations and cascade timely information and updates to the team
• Enforce policies and procedures and ensuring the team’s compliance to all internal and external policies, controls and guidelines
• Acts as a role model for the team by consistently demonstrating core values and behaviors
• Review, document and update SOPs to align and standardize the service delivery and processes
• Manage and drive improvements within Client and Policy Servicing to increase overall efficiency levels and customers’ experience contributing towards improving Service Survey Net Promoter Score (NPS)
• Implement initiatives and activities to motivate staff and improve individual and team performance
• Resolve customer complaints escalated by team member, troubleshoot operational issues and provide progress updates to internal/external stakeholders until resolved
• Liaise and collaborate with stakeholders and cross-functional teams
• Conduct all services in a professional manner demonstrating a high degree of quality and accuracy at all time
• Conduct data analysis and utilize KPI data for Client and Policy Servicing to identify trends and improvement opportunities
• Proactive in discovering opportunity for process and service improvement and drive change
• Accountable for meeting individual (KPIs) and team goals
• Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge, skill and experience
• Manage expenses and budgets for the unit and continuously identify areas and opportunity to drive further cost efficiency and saving
• Keep ahead of industry’s developments and apply best practices to areas for improvement

• Provide supervisory oversight on the day-to-day management of the Policy Servicing team
• Set KPI and standards for the team, monitor progress and motivate the team to achieve them
• Identify and address learning needs of the team and coach team to ensure highest levels of operational/technical competence
• Establish and maintain a positive, customer centric team culture
• Plan for effective capacity and resource utilization for optimum productivity
• Communicate job expectations and cascade timely information and updates to the team
• Enforce policies and procedures and ensuring the team’s compliance to all internal and external policies, controls and guidelines
• Acts as a role model for the team by consistently demonstrating core values and behaviors
• Review, document and update SOPs to align and standardize the service delivery and processes
• Manage and drive improvements within Client and Policy Servicing to increase overall efficiency levels and customers’ experience contributing towards improving Service Survey Net Promoter Score (NPS)
• Implement initiatives and activities to motivate staff and improve individual and team performance
• Resolve customer complaints escalated by team member, troubleshoot operational issues and provide progress updates to internal/external stakeholders until resolved
• Liaise and collaborate with stakeholders and cross-functional teams
• Conduct all services in a professional manner demonstrating a high degree of quality and accuracy at all time
• Conduct data analysis and utilize KPI data for Client and Policy Servicing to identify trends and improvement opportunities
• Proactive in discovering opportunity for process and service improvement and drive change
• Accountable for meeting individual (KPIs) and team goals
• Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge, skill and experience
• Manage expenses and budgets for the unit and continuously identify areas and opportunity to drive further cost efficiency and saving
• Keep ahead of industry’s developments and apply best practices to areas for improvement

• 401k matching
• Health insurance
• Flight privileges
• Total Rewards Program

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become. Welcome to a culture of inclusion. We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations. AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.