LAR Senior Service Manager

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.

AIG Travel Guard 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. Out of 15 travel insurance companies ranked by the financial news outlet, AIG Travel came in first.

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 Clams, 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. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We’re 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. The diversity of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

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 [email protected].  

Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG MEXICO SERVICIOS S.A. DE C.V.