Senior Service Manager

hace 4 días


Xico, México American International Group A tiempo completo

About the Role

The Latin American Region Senior Service Manager plays a critical role in supporting and leading a team of Customer Service Team Leads and Customer Service agents in providing exceptional emergent assistance to travelers abroad. This position requires a unique blend of problem-solving, analytical, and customer service skills to deliver high-quality results.

Key Responsibilities

  • Lead and develop an effective team of Customer Service Team Leaders and Customer Service Coordinators to ensure seamless customer service delivery.
  • Supervise and delegate daily activities and work processes related to call center operations and emergent case management to optimize business unit performance.
  • Communicate goals and expectations to staff and deliver performance feedback to drive individual and team growth.
  • Co-lead staff development activities with the Operations Implementation Manager through observations, coaching, training, and mentorship to enhance team capabilities.
  • Continuously review existing operations processes and performance to refine business unit operations in conjunction with the Director of Operations.
  • Provide expert guidance on services and products, and recommend corrective actions to address customer complaints.
  • Collaborate with peers in Claims, Quality Assurance, and Training Development to support the performance of the business unit.

About American International Group

American International Group, Inc. (AIG) is a leading global insurance organization with a rich history of innovation and customer-centricity. As a member of the AIG team, you will have the opportunity to work with a diverse range of products and services that help businesses and individuals protect their assets, manage risks, and achieve their financial goals.



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