Policy Servicing Team Lead, New Zealand

AIG; Auckland; On-site; NZD 85,000 - 115,000; Full time

Job summary

A leading insurance provider based in Auckland is seeking a Client Policy Servicing Lead to oversee day-to-day operations and lead a dedicated team. In this pivotal role, you'll ensure that service levels, KPIs, and quality standards are consistently achieved or exceeded. The ideal candidate will have a proven background in insurance operations, along with strong communication and analytical skills. You'll collaborate closely with various stakeholders, driving efficiencies and facilitating necessary training for process improvements.

Benefits

Comprehensive benefits program

Focus on health and financial security

Professional development opportunities

Qualifications

• Advanced proficiency in Microsoft Word and Excel required.
• Proven operations experience within insurance or financial services is critical.
• Strong communication skills with stakeholders, including senior leaders.

Responsibilities

• Oversee resources to process business requirements within service levels.
• Drive changes for efficiency improvements.
• Act as the escalation point for policy booking issues.
• Lead meetings to implement process improvements.
• Provide project support as a senior stakeholder.

Skills

Excellent computer skills

Strong communication skills

Analytical and problem-solving abilities

Experience in operations within insurance

Excellent time-management skills

Adaptable team player

Outcome-driven mindset

Fluent English

Tools

Microsoft Word

Microsoft Excel

Job description

At AIG, we are reimagining the way we help customers manage risk. Join us as a Client Policy Servicing Lead to play a part in that transformation and grow your skills and experience as a valued team member. This role is a great next step for those with relevant insurance operations experience or for those with transferable skills looking to break into the industry.

AIG is a leading provider of insurance products and services for commercial and personal customers, operating in over 70 countries and jurisdictions. Our Global Business Operations & IT team drives innovation, cost efficiency, and quality across all processes and systems, ensuring a consistent, globally integrated business that delivers end‑to‑end services locally.

Make your mark in Operations

The Client Policy Servicing Lead is a central contact and key member of the operations team. You will work closely with Policy Services Administrators, Profit Centres, and other stakeholders in New Zealand. You will partner with the Head of Policy Services to manage day‑to‑day operations, lead and develop the policy servicing team, and ensure service levels, KPIs, and quality standards are met or exceeded.

How you will create an impact

You will be responsible for:

• Overseeing onshore resources to process business requirements within required service levels
• Reducing unallocated cash and minimizing outstanding amounts
• Driving change to improve efficiencies and ensuring relevant training is completed when processes and systems change
• Acting as the end‑to‑end escalation point for all policy booking issues and queries
• Facilitating and participating in frequent meetings with Shared Services, profit centres, brokers, and other stakeholders to review performance, process/system changes, and feedback
• Leading meetings to determine and implement process improvements
• Serving as the key contact for compliance, legal, and all internal and external audits, and ensuring remediation within required timeframes
• Identifying and recommending process improvements to address or anticipate issues
• Maintaining and delivering standardised documentation and training to ensure consistency and quality of work
• Providing key project support as a senior stakeholder and subject‑matter expert
• Working with teams to action report findings and drive monthly results for cash and receivables
• Participating in various business projects across operations

What you’ll need to succeed

• Excellent computer skills, with advanced proficiency in Microsoft Word and Excel
• Strong communication skills and the ability to engage stakeholders, including senior leaders, peers, and staff
• Analytical and problem‑solving abilities with great attention to detail
• Proven experience in operations within insurance or financial services
• Ability to collaborate effectively while working autonomously when required
• Excellent time‑management skills and capacity to balance multiple tasks and meet deadlines
• Adaptable, flexible team player who enjoys a variety of tasks
• Outcome‑driven mindset with a strong commitment to achieving project and operational targets
• Excellent verbal and written English skills

Enjoy benefits that take care of what matters

AIG’s Total Rewards Program provides comprehensive benefits that go beyond time spent at work, focusing on health, wellbeing, financial security, and professional development.

Welcome to a culture of inclusion

AIG is committed to creating a culture that celebrates diversity and fosters belonging. 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 category. If you need a reasonable accommodation, please email: *************@aig.com.

Functional Area: OP - Operations AIG Insurance New Zealand Limited