Operations Manager, Pacific

#LI-JC1

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Operations Manager to make more of your specialist expertise and experience. It’s an opportunity to grow your skills and experience as a valued member of the team.

**Make your mark in Operations**

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.

**How you will create an impact**

Senior lead of Service delivery for Client Policy Servicing (CPS) and Billing for Pacific (Australia & New Zealand):

- Works closely with Country and Regional Stakeholders, to ensure support of policy services and collections tasks across Commercial and Consumer Lines across distribution channels is being provided from the CPS Country teams, AIGSS and other 3rd parties and is in line with the agreed Service Levels
- Collaborates with Consumer and Commercial business leads, CPS Business Partners, Regional Business leaders, including COOs, C&Os, to continuously improve service delivery in line with desired customer experience at a competitive cost.
- Simplifies, standardise and automate the services.
- Responsible for the daily management of direct reports to ensure relationships, performance standards and effective monitoring is occurring in accordance with local HR performance standards.
- Activity and resourcing forecasts based on business volumes by product and transaction types and allowing for impact of major change programs.
- Manage financials such as GOE.
- Status reporting for financial highlights, progress of established programs / projects, employee engagement, and other initiatives supported by CPS.

Responsible for the management and oversight of the daily operational activity across the region with focus on:

- Management of Country and Regional stakeholders ensuring CPS Country teams and 3rd parties meet and exceed agreed Service Levels.
- Improve people engagement. Attract, motivate, develop and retain high calibre talent. Effectively lead teams through change.
- Manage resolution of process queries, policy-specific and accounts receivables queries.
- Lead CPS Business partners to help build and implement service management and governance.
- Lead and participate in stakeholder meetings with CPS and the various profit centres to discuss performance, changes in process/systems, issues and other general feedback.
- Lead and participate in stakeholder meetings with Credit Committee and Profit Centre Managers to discuss performance, issues and general business.
- Manage and maintain relationships with offshore Finance Centres specifically for Intercompany and Reinsurance processes.

**What you’ll need to succeed**
- Skilled in analysing complex dashboard data to identify trends, root causes, and emerging issues. Able to translate key performance Indicators (KPIs) and production metrics into actionable insights to drive operation improvements, enhance customer experience and support management reporting.
- A tertiary qualification in a Business-Related Discipline is preferred.
- Experience to include Policy servicing and Collections (or Finance / Accounts Receivable) work.
- Identifying process/system improvements and contributing to implementation.
- Experience consulting with management to present analysis and recommendations.
- Negotiation and communication skills with a wide range of stakeholders.
- Strong leadership skills.
- Proven team management skills with the ability to direct and manage difficult situations.
- Excellent verbal and written English (and common languages within zone) skills.
- Strong communication skills; can demonstrate that they have effectively communicated with stakeholders including senior leaders, peers and other staff.
- Customer focus.
- Strong problem solving and analytical skills.
- Exercise good judgment in order to make sound business decisions.
- Ability to operate in and manage a multi-location environment.
- Dealing with ambiguity.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

**Enjoy benefits that take care of what matters**

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring