Head of EMEA Operations Service Delivery

Role Purpose

The Head of EMEA Operations Service Delivery is accountable for building and leading a scalable high-performing regional underwriting operations model that enables growth operational excellence and regulatory compliance across EMEA. Further the role will focus on driving consistency quality and standardization in regional and centralized operations and supporting initiatives to drive metrics-driven management to advance productivity and quality. The role will have specific end-to-end responsibility for the formation of the Madrid Operations Center of Excellence ensuring it operates for underwriting support including developing talent innovatively designing delivery processes and delivering consistent high-quality service to underwriters brokers and clients.

This position will report to the EMEA COO.

Key Outcomes & Accountabilities

Operating Strategy & Model

• Own and deliver a clearly defined EMEA underwriting service delivery strategy aligned with regional and Group objectives.
• Establish a scalable standardised operating model inclusive of scaled operations in Madrid country-operations and shared services that improves efficiency quality and speed without compromising control or customer outcomes.
• Position the Madrid Business Centre as a strategic enabler of underwriting performance and growth and a model for scaled quality operations.

EMEA Service Delivery Management

• Process ownership for end-to-end operations service delivery across EMEA including standards controls expertise on supporting technologies and interactions between groups.
• Work with regional and global change resources to identify and deliver on change initiatives to transform and improve operating performance.
• Support the development of metrics-driven management initiatives to drive transparency quality and productivity in service delivery processes.

Madrid CoE Leadership

• Provide strong leadership and direction to the Madrid CoE ensuring operational stability service excellence and continuous improvement.
• Ensure effective day-to-day operations resource optimisation and demand management across all underwriting support functions.
• Foster a collaborative high-performance culture that encourages innovation and accountability.

Operational Excellence & Customer Focus

• Deliver consistent high-quality underwriting support and policy administration services across EMEA service delivery processes.
• Define monitor and continuously improve service level agreements (SLAs) and develop approaches for gettting ahead of issues to ensure seamless delivery of service.
• Enhance the experience of internal stakeholders brokers and clients through reliable transparent and responsive service delivery.

People & Talent

• Build lead and develop engaged high-performing teams across the region.
• Own the talent strategy for the Business Centre including recruitment development succession planning and capability building.
• Create a culture of learning inclusion and leadership development.

Change Digitisation & Innovation

• Lead operational transformation initiatives including process standardisation automation and digitisation.
• Partner with technology and data teams to define business requirements and improve data quality and integrity.
• Embed continuous improvement practices into day-to-day operations.

Governance Risk & Compliance

• Establish and maintain a strong governance and control framework across all underwriting operations.
• Ensure compliance with regulatory internal and audit requirements.
• Proactively identify and mitigate operational risks including oversight of third-party and BPO providers.

Financial & Resource Management

• Manage operational budgets vendor relationships and workplace strategy to optimise costs and productivity.
• Deliver measurable cost efficiencies and sustainable financial outcomes.
• Ensure resources are aligned to business priorities and demand.

Measures of Success

• Improved underwriting turnaround times accuracy and SLA performance across EMEA.
• Standardised scalable underwriting support processes embedded regionally.
• High employee engagement strong retention and visible leadership bench.
• Strong audit results and effective operational risk management.
• Demonstrated cost efficiency and productivity improvements

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 whats 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 securityas well as your professional developmentto bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the worlds 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

Were committed to creating a culture that truly respects and celebrates each others 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 AIGs 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 .

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