Operations Manager

AIG; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A global insurance company is looking for an Operations Manager to enhance customer satisfaction and manage policy servicing operations. The role requires strong leadership skills, a focus on compliance, and the ability to drive operational improvements. Ideal candidates should possess a Bachelor's degree and experience in insurance operations, ensuring high-quality service delivery.

Benefits

Comprehensive benefits package

Professional development programs

Qualifications

• Experience in managing insurance operations focused on policy servicing.
• Proven leadership skills in developing customer service teams.
• Excellent analytical and problem-solving abilities.

Responsibilities

• Oversee end-to-end policy servicing lifecycle.
• Implement risk control and lead operational improvement initiatives.
• Ensure all processes comply with company policies and regulations.

Skills

Leadership skills

Customer service

Analytical abilities

Interpersonal skills

Education

Bachelor's degree with experience in managing insurance operations

Job description

Overview

At AIG, we are reimagining the way we help customers to manage risk. Join us as an Operations Manager to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Operations

At AIG Indonesia, we are transforming the way we deliver value to our customer and partners. As part of a global organization with a strong presence in Indonesia, our Operations team plays a pivotal role in ensuring seamless policy servicing, operational excellence, and customer satisfaction across diverse business lines.

How you will create an impact

The Operations Manager will oversee the end-to-end policy servicing lifecycle, implement risk control, and lead operational improvement initiatives to enhance customer satisfaction, regulatory compliance, and cost efficiency. By building high-performing teams and streamlining processes, the end goal is to help achieve the organization\'s service and operational goals.

Key Accountabilities

• Team Leadership: Lead, coach, and develop customer service and policy servicing teams; drive performance through clear KPIs, feedback, and succession planning.
• Policy & Customer Servicing Operations: Manage end-to-end policy servicing to ensure service quality, timely handling, and operational data accuracy and efficiency (activity forecast, resource forecast, operating expenses, cost saving etc).
• Compliance & Risk Management: Ensure all processes comply with company policies, regulatory guidelines, and industry best practices; conduct quality checks, self-audits, and manage risk mitigation actions.
• Operational Efficiency: Continuously review processes to reduce errors, optimize costs, and eliminate redundancies while improving productivities, while ensuring the achievement of agreed service level or turnaround times and customer satisfaction metrics.
• Customer Service Excellence: Promote a customer-centric culture, oversee escalated issues, and use feedback insights for service enhancements.
• Stakeholder Management: Partner with underwriting, claims, finance, and business teams to ensure seamless operations across the customer journey.
• Reporting & Analysis: Generate performance reports, monitor trends, and present insights to management for decision-making and improvements.

What you’ll need to succeed

• Bachelor degree with experiences in managing insurance operations with strong focus on policy servicing and customer service.
• Proven leadership skills in managing and developing a team of policy servicing specialists.
• Good understanding of insurance policies, procedures and regulatory compliance requirements
• Possess a growth and transformation mindset with proven track record of driving change and delivering high quality customer service
• Excellent analytical and problem-solving abilities with strong attention to detail
• Strong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and senior management

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.

Benefits

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 peace of mind to you and your family.

About AIG

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

Equality and Inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s 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 AIG’s 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 [e-mail].

Functional Area:

OP - Operations PT AIG Insurance Indonesia