Customer Complaints Manager (LAC) at AIG

Quito, Pichincha, Ecuador

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

Strong understanding of the LAC complaint handling Regulatory requirements, including the practices and principles of the applicable regulators
Strong understanding of claim handling, policyholder services, underwriting, sales and marketing operations
Experience in developing and implementing complaint handling procedures across consumer & commercial insurance lines
Strong communication and influencing skills capturing verbal, written, relationship management at all levels, including Senior leadership and external bodies
Creative thinker, including creating and implementing dynamic solutions to often complex issues
Experience with root cause, business process, and control gap analysis, including process improvement design and remediation plan implementation

Responsibilities

Lead the development and oversight of the customer complaints program in adherence to the global and local complaints handling policies and procedures in the LAC region
Establish and maintain effective complaint resolution processes and service level agreements to ensure complaints are addressed timely and prudently, with any issues escalated to the proper management teams
Manage and develop a team of complaints specialists, providing coaching, training, and performance management
Produce timely and meaningful country specific management information to the Global Head of Complaints, management teams, and regulators, where required
Analyse complaint trends and provide subject matter expertise to help management understand the root cause of complaints and develop remediation plans to prevent future occurrences
Collaborate with department heads to identify process improvement opportunities with feedback to the Global Complaints Management team to improve global processes/tools (GCMS), efficiency, and quality of customer complaints handling
Lead the handling of complex complaints in line with company procedure, service standards and ensuring that fair outcomes are reached for all customers
Maintain current knowledge of local regulatory requirements that have potential to impact AIG, participate in regulatory change discussions with Legal, and provide updates to senior leadership for input into business strategies
Participate in all relevant local committees and forums to facilitate resolution of root causes, developing issues, and risks posing a barrier to good complaint handling and achieving fair customer outcomes
Enhance AIG’s reputation in the marketplace by proactively engaging with external stakeholders & industry experts (e.g. industry complaint forums / events) to share best practice to improve complaint handling
Encourage, support, and exemplify a culture of continuous improvement across all functional business areas to ensure prompt resolution of complaints that enhances the customer experience, fair outcomes & product design

Skills

Complaints Management

Team Leadership

Performance Management

Root Cause Analysis

Trend Analysis

Process Improvement

Regulatory Compliance

Stakeholder Engagement

Training and Coaching

Reporting

Service Level Agreements

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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