Senior Service Manager

hace 2 semanas

Ciudad de México, Ciudad de México AIG A tiempo completo
Senior Service Manager - Latin American Region

About the Role

The Senior Service Manager - Latin American Region is a critical leadership position that supports and leads a team of Customer Service Team Leads and Customer Service agents in providing emergent assistance to travelers abroad. This role requires a strong problem-solving and analytical mindset, as well as excellent customer service skills.

Key Responsibilities

  • Lead and develop an effective team of Customer Service Team Leaders and Customer Service Coordinators
  • Supervise and delegate daily activities and work processes related to call center operations and emergent case management
  • Communicate goals and expectations to staff and deliver performance feedback
  • Co-Lead staff development activities with Operations Implementation Manager through observations, coaching, training, and mentorship activities
  • Continually refine existing operations processes and operations performance to improve business unit operations in conjunction with the Director of Operations
  • Answer questions about services or products and recommend corrective actions to address customer complaints
  • Work with peers in Claims, Quality Assurance, and Training Development to support the performance of the business unit
  • Perform Team Lead and Coordinator roles when required as determined by Director of Operations and/or business volumes

Requirements

  • 3-5+ years of experience in a customer service leadership role, preferably with international service
  • Bilingual in Spanish and English required, Trilingual in Portuguese, Spanish, and English preferred
  • Intermediate knowledge of O365 products (Excel, SharePoint, Forms, PowerPoint)
  • Bachelor's degree or extensive leadership experience required
  • Strong orientation to problem solving and sense of urgency
  • Clear, concise, and professional verbal and written communication abilities in both Spanish and English, Spanish, Portuguese, and English preferred

AIG's Commitment to Diversity and Inclusion

AIG is 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 our flexible work arrangements, diversity and inclusion learning, cultural awareness activities, and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion.

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

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