GCMS Platform Support Lead

The GCMS Platform Support Lead is a key role responsible to support users of the Global Complaints Management System (GCMS), drive pro-active platform improvements and assure platform stability.

• Provide leadership for GCMS and integrated reporting tools (Cognos, PowerBI).
• Assist in optimizing business support model for GCMS
• Lead system & data design strategy to support global reporting needs, while supporting country-level regulatory compliance requirements.
• Lead system & data design strategy to support third party service provider access & management of complaints.
• Work with key business leaders and other partners, own the prioritization of feature and capability roadmap to assure best outcomes and investment returns.
• Monitor and report on overall GCMS health and trends.
• Work with Technology Support teams (L2/L3) in triaging, prioritizing and designing fixes and enhancement for GCMS and related reporting tools.
• Act as key contact person for the Technology teams in day-to-day activities.
• Co-operate with Business and IT leaders to drive enhancements.
• Understand the key challenges that sponsor and key stakeholders face.
• Work with stakeholders from across the organization (senior and junior) to develop solutions and ideas for identified business challenges.

• Knowledge of PowerBI or Cognos required.
• Excited with change and has successful track record in supporting change and transformation opportunities to enhance the customer experience in complex environments.
• Data driven and oriented, with ability to focus on key elements that drive difference.
• Demonstrated professional experience utilizing process methodology and practical application of data to drive business improvement.
• Metric oriented, with a track record of delivering value add solutions, data driven decision maker who utilizes data to direct decision making.
• Must be proactive in managing issues by anticipating the outcome of the process and ensuring all necessary steps have been taken.
• Proven ability to navigate through an organization to “get things done”.
• Experience working across functional, organizational and business boundaries, ensuring the entire process delivers the desired service level standard.
• Demonstrated excellent problem-solving abilities, in a practical way, to balance between addressing root cause and introducing changes in fast order.
• Ability to analyze data, determine root cause, and provide and/or develop an appropriate solution for resolution.

• 401k matching
• Health insurance
• Flight privileges

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.