Customer Service Manager

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Get to know the business

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

The Customer Service Manager function is meant to be a partner to the business segments, offering support, expertise, and partnership. The existing diversity of the business portfolio demands from the Customer Service Manager specialized expertise in the different business areas. The Customer Service Manager team works with the business to support a wide array of products and offerings, through a complex and highly demanding distribution force and network. Customer Service Manager has the responsibility of delivering and materializing the product offer and promise.

About the role

What you need to know:

The position is responsible for the Claims Contact Center (CC) of México with five departments in charge operating in 24 hours / 7 days a week and a team of 44 FTEs:

• FNOL General Insurance Day shift (17 FTEs)
• FNOL General Insurance Night shift (4 FTEs)
• FNOL Warranty México (13 FTEs)
• FNOL Warranty Global Day shift (5 FTEs)
• FNOL Warranty Global Night shift (5 FTEs)

The position is critical to the goals of Commercial and Personal Lines:

In 2023 achieved KPI's above the market with 90% in Service Level and 3% in Abandoned calls.

Key position in successful transition of Warranty Spanish campaigns from Costa Rica to Mexico and the main point of contact with Jeffersonville, USA. In December 2023 was achieved 93% in Service Level and 2% in Abandoned calls with 1,802 Calls Handled.

Position performance has a direct impact in recent years on NPS Surveys results from 53% in 2020 to 64% in 2023.

Your contribution at AIG

The position is in charge to control and reduces reputational and financial risk by ensuring that staff in charge meet with regulatory compliance in each country, procedures, policies, efficiently manage client needs and complaints and efficiently deliver the information requested by the local regulator during the year.

Manages a team of Claims Contact Center representatives who serve as the initial point of contact for customers reporting First Notice of Loss (FNOL). Oversees the effective, efficient, and timely response to inquiries regarding the claims process.

Critical position to ensure the execution of business continuity plans (BC) through being available to deliver support to the front-line team (supervisors in charge) in a 24 x 7 operation in case of scaling, technological problems, etc.

1. Functional Responsibilities:

• Staff management: Direct and manage teams of customer service agents and supervisors of the claim’s booths of the different lines of business.
• Ensure that agents follow the processes kept by the company by monitoring calls.
• Provide ongoing training for staff, ensuring they are up to date with procedures and best practices.
• Monitor KPI's through management systems to ensure compliance with these.
• Ensure that all operations and interactions comply with company and local government rules and regulations.
• Make reports on efficiency, achievement of objectives for delivery to Management.

2. Accountabilities:

• Develop and implement operational strategies to improve the efficiency and quality of service to internal and external clients within PCI processes.
• Guarantee that the correct validation of the policies is carried out so that the adjusters or suppliers make the correct assignment of coverage, without the company having economic or reputational risks.
• Data management
• Maintain a work environment in accordance with company policies, maintaining the attrition target.

3. Leadership Skills

• Excellent communication skills
• Collaborative
• Analytical thinking
• Strong Customer Service Skills
• Results-driven
• Focused
• Detail-oriented
• Proactive

4. Technical Skills and Expertise

• Management Efficient - Ability to handle multiple priorities, organize work and meet deadlines.

What we’re looking for:

• Microsoft Packages – Excel (High), Word, Outlook.
• Languages: English (B2/C1 Level – writing and reading)
• Bachelor's degree in Administration, Engineering or Similar.
• Experience: Have worked in CC as Manager or Senior Supervisor at least 1 year with people under his charge, service skills and orient results.