Regional Multinational Service Delivery Manager – Latin America and the Caribbean (LAC)

Regional Multinational Service Delivery Manager Latin America and the Caribbean (LAC)

At AIG we are reimagining the way we help customers to manage risk. Join us as the Regional Multinational Service Delivery Manager - Latin America and the Caribbean (LAC) to play your part in that transformation. Its an opportunity to grow your skills and experience as a valued member of the team.

Who we are:
American International Group Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience today AIG member companies provide a wide range of property casualty insurance life insurance retirement solutions and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets manage risks and provide for retirement security.

Get to know the business
General Insurance is a leading provider of insurance products and services focused on helping to manage risk for commercial and personal customers. We offer a broad range of products through a diversified multi-channel distribution network including one of the worlds most far-reaching property casualty networks.

Multinational
AIGs Multinational business is an exciting area within General Insurance that will challenge you every day to explore new opportunities for our clients worldwide. As a trusted advisor you will tailor multinational insurance solutions for our global clients empowering them to operate across borders with confidence and consistency. Partner with a dynamic global team of experts including underwriters risk engineers and analytics and claims professionals to design implement and service multinational insurance programs. This includes issuing timely policies providing regulatory advice sharing local knowledge supporting efficient money movement capabilities and deploying large fronted limits. AIG Multinational professionals have the diverse skills and expertise necessary to deliver customized compliant and seamless solutions that support our clients risk management objectives. With in-depth knowledge of local markets practices and regulations Multinational provides world-class insurance solutions and helps clients successfully navigate their cross-border risks wherever in the world their businesses take them.

How you will create an impact
The Regional Multinational (MN) Service Delivery Manager will work to implement the MN Business Model agreed MN Organizational Alignment Resource & Efficiency Plans and globally consistent MN processes roles & responsibilities procedures controls performance metrics throughout all countries / territories within assigned region and across the AIG Network (including non AIG countries) partnering with relevant stakeholders such as in country local leadership teams Fac desk underwriters MN Operations & Training Quality Risk & Compliance colleagues to meet targeted standards in terms of quality customer service compliance and timeliness all of which underpin AIGs Multinational Value Proposition.

The position will be responsible to coordinate servicing efforts for POs and IOs but also Network partner territories - including complicated negotiations regulations relationships and agreements and external parties like local reinsurers in territories such as Argentina Venezuela Chile Colombia etc.

In addition to the service delivery discipline the role will require development of thought leadership strategies across all countries such as podcasts videos and social media updates to embrace the MN strategy Telling the MN story.

The Regional Multinational Service Delivery Manager will report directly to the Head of Multinational (LAC)

Detailed Responsibilities:

• Promote a customer-focused environment. Ensure all regional Producing Office (PO) Issuing Office (IO) and network partners (NP) service expectations and Service Level Agreement (SLAs) are met or exceeded in accordance with mandated processes and operating procedures.

• Drive AIG Network Integration (IO/PO/Network Partners (NP)) within broader AIG Network Optimization strategy. Evaluate regional service delivery resources according to capacity requirements.

• Drive continuous improvement across the region in partnership with the AIG LAC & MN Operations colleagues. Solicit feedback from management and staff and socialize ideas. Evaluate recommended changes and implement new procedures to improve the regions operations.

• Support the Head of MN to transition the MN team to a more strategic and external team by developing the local frameworks to operate with complete focus on service excellence and total adoption / usage of MN platforms such as Power BI Qlickview etc.

• Actively engage and participate in country regional and global multinational initiatives.

• Resolve service delivery issues by engaging with other parties within the AIG network as required.

• Evaluate and recommend changes in processing methods and procedures; develop recommend and implement new processes procedures and establish control framework.

• Ensure the LAC Region meet and exceed the standards in terms of quality customer service compliance and timeliness in servicing Multinational Accounts.

• Drive and support growth strategies such as Fac desk accelerated growth plan (FLAG) Global fronting expansion strategies as well as governance/distribution or contributing to strategies such as the NPs expansion. Act as liaison of the Fac desk team.

• Develop a dedicated NP service delivery strategy for 36 NPs 44 relationships and 8 IOs and 4 POs considering a high-level complexity around these territories in terms of reinsurance regulations etc.

• Coordinate and escalate system operations and Service delivery country issues.

• Lead System Operations and Service delivery Multinational initiatives and projects.

• Track and report efficiency of the Multinational teams; recommend corrective action in response to service delivery issues; ensure complaints from within the AIG network or internal departments and legal inquiries are addressed within established guidelines and protocols.

• Apply analytics for operational performance measurement benchmarking and competitive analysis around key areas to include: Policy Issuance Rejection Analysis Booking Analysis Operating model effectiveness.

• Maintain strong and effective relationships with key business stakeholders to ensure that MN service delivery meets expectations. Foster close partnership with underwriting risk management distribution and claims teams to provide excellent customer focus that understands and meets clients needs.

• Partner with relevant MN Training Quality Risk & Compliance colleagues to identify report review and communicate relevant issues challenges risks opportunities and training needs.

• Complete special projects as assigned.

• Ensure continuous velocity of Multinational requests across the Region to directly enhance our ability to deliver a superior experience improve effectiveness and enhance Multinational workforce efficiency.

What you will need to succeed

• Minimum of 5 years of operational experience in financial services or insurance

• Experience in managing a service orientated operational environment (preferably within insurance)

• Experience in Commercial Personal Insurance / Global Fronting International Business Environment and Insurance Regulation

• Proven background in dealing with multinational and Captive Fronting programs at all levels with an intimate knowledge of regulatory technical and processing requirements.

• Must demonstrate a high level of proficiency in the following skills:
  - Leadership
  - Strategic
  - Analytical
  - Customer service
  - Coaching and staff development
  - Organization and delegation
  - Interpersonal
  - Ability to negotiate and clearly articulate ideas and influence outcomes
  - Change Management
  - Process re-engineering
  - Demonstrate the ability to identify operational improvements and gain technical knowledge / experience to carry out those improvements
  - Project management

#LI-AIG

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 .