Client & Policy Servicing Supervisor at AIG

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

Ability to provide supervisory oversight on day-to-day management of teams
Skills in setting KPIs and standards, monitoring progress, and motivating teams
Capability to identify learning needs, coach teams for operational/technical competence
Experience in establishing customer-centric team cultures
Proficiency in planning capacity and resource utilization for productivity
Strong communication skills for job expectations and cascading information
Knowledge of enforcing policies, procedures, compliance with internal/external guidelines
Ability to act as a role model demonstrating core values and behaviors
Expertise in reviewing, documenting, and updating SOPs
Skills in managing improvements for efficiency and customer experience (e.g., NPS)
Competence in resolving escalated complaints, troubleshooting issues, and stakeholder updates
Experience liaising and collaborating with stakeholders and cross-functional teams
Commitment to conducting services professionally with high quality and accuracy
Proficiency in data analysis using KPIs to identify trends and opportunities
Proactive mindset for process and service improvements
Accountability for meeting individual and team KPIs
Drive for self-learning through training and development
Ability to manage expenses, budgets, and drive cost efficiencies
Knowledge of industry developments and applying best practices
Willingness to undertake other assigned functions, tasks, or projects
Availability for primarily in-office work to support collaboration

Responsibilities

Provide supervisory oversight on the day-to-day management of the Policy Servicing team
Set KPIs and standards for the team, monitor progress, and motivate the team to achieve them
Identify and address learning needs of the team and coach to ensure highest levels of operational/technical competence
Establish and maintain a positive, customer-centric team culture
Plan for effective capacity and resource utilization for optimum productivity
Communicate job expectations and cascade timely information and updates to the team
Enforce policies and procedures, ensuring team compliance to all internal and external policies, controls, and guidelines
Act as a role model for the team by consistently demonstrating core values and behaviors
Review, document, and update SOPs to align and standardize service delivery and processes
Manage and drive improvements within Client and Policy Servicing to increase efficiency and customer experience, contributing to NPS
Implement initiatives and activities to motivate staff and improve individual and team performance
Resolve customer complaints escalated by team members, troubleshoot operational issues, and provide progress updates to stakeholders until resolved
Liaise and collaborate with stakeholders and cross-functional teams
Conduct all services in a professional manner demonstrating high quality and accuracy
Conduct data analysis and utilize KPI data to identify trends and improvement opportunities
Proactively discover opportunities for process and service improvement and drive change
Be accountable for meeting individual and team KPIs
Drive self-learning and development through training and learning opportunities
Manage expenses and budgets for the unit and identify areas for cost efficiency and savings
Keep ahead of industry developments and apply best practices to areas for improvement
Undertake any other functions, tasks, and/or projects as assigned

Skills

Key technologies and capabilities for this role

Team ManagementKPI ManagementData AnalysisProcess ImprovementSOP ManagementCompliance EnforcementStakeholder CollaborationBudget ManagementCustomer Complaint ResolutionCoaching

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

The role requires team members to be primarily in the office to support in-person collaboration, which is a vital part of AIG's culture for effective teamwork and a supportive environment.

What benefits are offered for this role?

AIG provides a comprehensive Total Rewards Program that includes benefits focused on health, wellbeing, financial security, and professional development for employees and their families.

What are the key responsibilities that show required skills for this supervisor role?

Key skills include providing supervisory oversight, setting and monitoring KPIs, coaching the team for operational competence, enforcing policies, driving process improvements, conducting data analysis, and managing budgets.

What is the company culture like at AIG for this team?

AIG emphasizes a positive, customer-centric team culture, in-person collaboration, and acting as a role model by demonstrating core values and behaviors to create a supportive, connected environment.

What makes a strong candidate for the Client & Policy Servicing Supervisor role?

Strong candidates excel in team supervision, KPI management, coaching for technical competence, process improvement, data analysis, stakeholder collaboration, and demonstrating leadership through core values and compliance.

AIG

Global insurance provider for individuals and businesses

About AIG

AIG provides a variety of insurance products and services aimed at individuals, families, and businesses. Their offerings include life insurance, retirement planning, and commercial insurance, which help clients manage risk and protect their assets. AIG operates by underwriting insurance policies and managing risk, while also investing the premiums collected to generate income. This company stands out from competitors by not only focusing on traditional insurance but also emphasizing cybersecurity and data protection to keep clients' information safe. AIG's goal is to help clients achieve financial security and peace of mind through comprehensive insurance solutions.

New York City, New YorkHeadquarters

1919Year Founded

IPOCompany Stage

Cybersecurity, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision coverage

Flexible Spending Accounts (FSA)

401(k)

PTO

Commuter Expense Reimbursement Account

Risks

Sale of personal travel business may reduce AIG's market presence in travel insurance.

Expansion in Atlanta could pose financial risks if expected growth does not materialize.

Deconsolidation of Corebridge Financial might lead to loss of synergies and increased costs.

Differentiation

AIG offers a wide range of insurance products globally, serving diverse client needs.

Corebridge Financial, a subsidiary, enhances AIG's offerings in retirement planning and financial futures.

AIG emphasizes cybersecurity and data protection, ensuring clients' information remains secure.

Upsides

AI adoption in underwriting and claims processing enhances efficiency and reduces costs for AIG.

InsurTech partnerships offer AIG opportunities to enhance digital capabilities and drive innovation.

Telematics and usage-based insurance allow AIG to offer personalized and flexible products.

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