Implementation Lead – Operations

Non-Complex Business CPS Manager

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 (Choose the relevant description)

General Insurance is a leading provider of insurance products and services for commercial
and personal insurance customers. It includes one of the worlds most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through
a diversified multichannel distribution network.

About the role

This role sits at the center of Operations transformation and execution. You will partner directly with the COO and senior leaders to turn strategic priorities into actionable measurable initiatives that improve scalability service quality and cost efficiency. You will lead complex cross-functional programs that span multiple operational areas (CPS Collections Call Center and external partners) ensuring alignment between business needs technology capabilities and vendor performance.

Success in this role requires strong ownership structured thinking and the ability to influence stakeholders at all levels while managing multiple initiatives simultaneously.

What You Need to Know

• Operations is a high-volume SLA-driven environment where speed quality and cost must be balanced daily
• Projects typically involve multiple stakeholders (Operations IT Finance Vendors Compliance)
• Many initiatives include outsourcing/BPO transitions and operating model redesign
• Executive exposure is frequent; communication must be concise data-driven and decision-oriented
• Delivery expectations are high this role owns outcomes not just coordination
• Change management and stakeholder alignment are as critical as technical execution
• Impact is measured through tangible operational and financial results

What were looking for:

Behavioral competencies:

• Communication skills: communicating and receiving information clearly.
• Customer Orientation: Ability to anticipate customer needs (internal and external) address them and constantly seek new ways to exceed customer expectations to enhance business value.
• Adaptability: Ability to adapt and work in the face of new situations individuals and groups.
• Results-Driven: Focused on achieving measurable outcomes in efficiency quality cost and service levels.
• Process-Oriented: Thinks in end-to-end workflows and constantly looks for ways to simplify and standardize.
• Change Leader: Comfortable driving transformation automation and new ways of working.
• Collaborative: Builds strong relationships across Operations IT Product Sales and Complex Underwriting.
• Customer-Centric: Always considers the impact on agents and clients when making decisions.
• Analytical: Uses data and KPIs to diagnose problems and prioritize actions.
• Resilient: Performs well in high-volume high-pressure operational environments.
• Ownership Mindset: Takes full accountability for results not just activities.

Functional competencies:

• Ownership & Accountability. Takes full responsibility for outcomes proactively driving initiatives from concept through execution and ensuring commitments are delivered on time and with measurable impact.
• Structured & Analytical Thinking. Breaks down complex problems into clear frameworks uses data to prioritize decisions and brings structure and clarity to ambiguous environments.
• Influencing & Stakeholder Management. Builds alignment across functions and levels effectively influencing without formal authority and navigating competing priorities to achieve shared outcomes.
• Results Orientation. Maintains strong focus on execution and tangible results balancing speed quality and cost while consistently delivering against targets and KPIs.
• Change Leadership & Adaptability. Leads teams through change with resilience and a solutions mindset adapting quickly to shifting priorities and helping others embrace new ways of working.
• Executive Communication. Communicates clearly concisely and with impact; translates complex topics into actionable insights tailored for senior leadership and decision-making forums.
• Collaboration & Team Enablement. Fosters trust-based relationships promotes cross-functional teamwork and empowers teams and partners to perform at their best.

A look at our benefits

At AIG we have a 100-year legacy of working to make the world a better place. And that begins with our employees. Were proud to offer a range of employee benefits and resources that help you protect what matters most your health care savings financial protection and wellbeing. We provide a variety of leaves for personal health family and military needs. For example the Giving Back program allows you to take up to 16 hours a year to volunteer in your community.

We also believe in fostering our employees development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a tuition reimbursement program for eligible employees to enhance their education skills and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group Inc. its subsidiaries and affiliates to be an Equal Opportunity Employer. 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. 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.

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 .

Functional Area: