Team Lead

#LI-JC1

Who we are

We are a leading global insurance organisation with operations in approximately 70 countries and jurisdictions. AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions and other financial services. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

What unites us across all of these offerings is our commitment to helping individuals, businesses and communities prepare for and respond to times of uncertainty.

We’re also committed to making a positive difference for our people and in the communities where we work and live. It’s why we seek to offer what matters to our ever-diversifying team - like flexible and creative work environments, professional growth opportunities and forums to advocate for one another and incite change. We encourage employees to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off program.

Get to know the business

AIG Australia is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. AIG’s General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. Operating in Australia for more than 60 years, AIG has established a reputation as a leading insurer and ally to our multinational, corporate and SME clients.

About the Team

The Operations Business Support team provides support to both internal and external stakeholders as they use our primary electronic product distribution platform. The role will report directly to the Head of Operations Support.

About the role

This position is located in; Melbourne

This is a critical role leading our front line team, and in driving continuous improvement in the function.

**What you need to know**:
As the Operations Business Support Team Lead, you will be responsible leading a team of support executives to ensure timely resolution of issues related to our core product distribution platform.
You will be responsible for developing and implementing processes and procedures to improve the efficiency and effectiveness of the function, as well as monitoring the status of incidents and requests, and you will provide guidance to team members as needed
You will be responsible for communicating with customers to ensure their satisfaction with the service desk's performance and identifying opportunities for improvement.
You will coordinate with IT and business teams to ensure proper escalation of incidents and requests and provide regular reporting on the performance of the service desk to management.
You will ensure adherence to internal governance and compliance procedures, policies and guidelines.
You will also participate in operational audits, disaster recovery and business continuity exercises, when required.

**What we’re looking for**:
**Experience**:
At least 3 years’ experience as a customer service/support team lead in either the General Insurance or Financial Services sector
Experience in supporting browser based technology platforms
Proven ability to work on multiple issues concurrently, delivering in accordance with customer expectations.
Excellent stakeholder management skills
Excellent English communication skills, both written and verbal.

**Qualifications and Skills**:
Formal qualifications majoring in IT would be desirable
Excellent problem solving, troubleshooting and analytical skills
Able to work collaboratively with a broad range of constituencies and diverse groups
Solid relationship management skills

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

**Functional Area**:
OP - Operations

**Estimated Travel Percentage (%)**: No Travel

**Relocation Provided**: No

AIG Australia Limited