Customer Service Director

hace 3 semanas


Ciudad de México, Ciudad de México AIG A tiempo completo
Customer Service Leadership Opportunity

American International Group, Inc. (AIG) is a leading global insurance organization with a diverse range of property casualty insurance offerings in over 70 countries and jurisdictions.

We are committed to making a positive impact on our colleagues and the communities where we work and live. Our team encourages colleagues to give back to the causes they care about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

About Our Business

Our General Insurance division is a leading provider of insurance products and services for commercial and personal customers. We have a complex and highly demanding distribution force and network, requiring specialized expertise from our Customer Service Managers.

This role has a critical responsibility in delivering and materializing the product offer and promise, particularly in situations where the health and well-being of our insureds and clients is at stake.

About the Role

The position oversees the Claims Contact Center (CC) in Mexico, with five departments operating 24/7 and a team of 44 FTEs.

The position is responsible for managing teams of customer service agents and supervisors, ensuring compliance with company policies and procedures, and monitoring key performance indicators (KPIs).

We are seeking an experienced leader who can develop and implement operational strategies to improve efficiency and quality of service to internal and external clients.

Accountabilities
  • Guarantee that the correct validation of policies is carried out to avoid economic or reputational risks.
  • Develop and maintain effective data management systems.
  • Maintain a work environment that aligns with company policies and meets attrition targets.
Key Qualifications
  • Excellent communication and leadership skills.
  • Ability to handle multiple priorities and meet deadlines.
  • Strong analytical and problem-solving skills.

We offer a competitive salary of $85,000 - $115,000 per year, depending on experience, as well as opportunities for professional growth and development.

About AIG

AIG is a global leader in commercial and personal insurance solutions, committed to creating a culture of belonging and inclusion. We foster a workplace that celebrates diversity and promotes equal opportunities for all employees.


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