Who we are:
American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.
Get to know the business:
AIG Travel Guard is a provider of travel insurance plans and assistance services covering travelers worldwide through each of the 7 centers we have in different parts of the world. From our service center based in Mexico City we provide support to LAC, Spain and Portugal. The plans offer coverage for vacation and trip cancellation, travel interruptions and delays, emergency medical and health expenses, lost baggage and more. We provide support to both leisure and corporate travelers all around the globe.
Recently, AIG Travel Guard was awarded top honors by Forbes Advisor in their Best Travel Insurance Companies list for consumers.
About the role:
What you need to know:
The Latin American Region Senior Service Manager supports and leads Customer Service Team Leads and Customer Service agents in the diligence of the duties they perform in providing emergent assistance to travelers abroad who are in need of personal care and emergency relief. This is a challenging and rewarding position where the applicant will be able to put their problem solving, analytical, and customer service skills to use every day.
As a Senior Service Manager at AIG you are at the forefront of where emergent based customer service meets superior trained coordinators. You will act with speed, composure, compassion and knowledge to solve problems and lead an effective team that is the heart of AIG’s business.
The LAR Senior Service Manager is responsible for:
- Leads and develops an effective team of Customer Service Team Leaders (2) and Customer Service Coordinators (10).
- Supervises and delegates daily activities and work processes related to call center operations and emergent case management.
- Communicates goals and expectations to staff and delivers performance feedback.
- Co-Leads staff development activities with Operations Implementation Manager through observations, coaching, training, and mentorship activities.
- Continually rivets existing operations processes and operations performance to refine business unit operations in conjunction with the Director of Operations.
- Answers questions about services or products and recommends corrective actions to address customer complaints; has the ability to manage a complaint.
- Works with peers in Claims, Quality Assurance and Training Development to support the performance of the business unit.
- Performs Team Lead and Coordinator roles when required as determined by Director of Operations and/or business volumes.
- Willingness to work on a flexible schedule the best supports the operation and staff.
What we’re looking for:
Experience:
- 3-5+ years of experience in a customer service leadership role, preferably with international service desirable, but not required.
- 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.
- Must have a strong orientation to problem solving and sense of urgency.
- Must possess clear, concise, and professional verbal and written communication abilities in both Spanish and English, Spanish, Portuguese, and English preferred.
A look at our benefits:
At AIG, we have a 100-year legacy of working to make the world a better place. And that begins with our employees. We’re proud to offer a range of employee benefits and resources that help you protect what matters most – your health care, savings, financial protection, and wellbeing. We provide a variety of leaves for personal, health, family, and military needs. For example, the “Giving Back” program allows you to take up to 16 hours a year to volunteer in your community.
We also believe in fostering our employees’ development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a tuition reimbursement program for eligible employees to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.
We are an Equal Opportunity Employer. It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide 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.
Functional Area:
OP - Operations
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
AIG MEXICO SERVICIOS S.A. DE C.V.
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