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At AIG, we are reimagining the way we help customers to manage risk. Join us as a Client Policy Servicing Lead, to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team. This role will be an ideal next step in your career if you already have relevant experience in insurance operations – or this could be your entry into insurance if you have transferable skills.

AIG is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. AIG’s General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. Operating for more than 50 years, AIG has established a reputation as a leading insurer and ally to our multinational, corporate and SME clients.

Make your mark in Operations

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.

How you will create an impact

This is a newly created role that will lead Client Policy Servicing for the New Zealand business and will be a central contact and key member of the operations team across the Pacific.  They will also be the key point of contact locally for Policy Servicing and related Operations tasks.  This role is required to work closely with outsourced serviced providers, which including Policy Servicing teams, and effectively manage the delivery of services to and manage key relationships with local Profit Centres and key stakeholders within New Zealand and across the Pacific where required.

This role will work closely with the Head of Policy Services Pacific and be responsible for management and monitoring of all tasks required to deliver policy servicing within expected time and quality requirements.  As a senior member of the team managing an outsourced provider, they will oversight the team and be an escalation point where there is action required to be taken. The role will ensure the agreed Service Levels and KPI’s are met, quality standards are maintained and where possible exceed.

They will also be a key resource for understanding, implementing, and communicating change in process relating to technological changes as well as contributing to the implementation of continuous improvement initiatives by identifying operational issues.

Key accountabilities will include but not limited to:

• Overseeing outsourced resources to process business requirements within the required service levels
• Assist in the reduction of unallocated cash and work towards minimizing our unallocated cash amounts
• Drive change that leads to efficiencies ensuring that all relevant training is completed where changes to process and systems are required across all parties to the change
• End to end escalation point for all arising policy booking issues or queries, from a variety of stakeholders
• Facilitate & participate in frequent meetings with key stakeholders including outsourced service providers, profit centers and brokers to discuss performance, changes in process/systems, issues, and other general feedback
• Conduct daily huddles with outsourced policy servicing provider.
• Meet with key stakeholders to determine and implement changes to process
• Be the key contact person for compliance, legal and all internal and external audits where policy servicing processes are involved
• Co-ordinate and manage the remediation of any identified issues raised through process failures, risk incidents, compliance/legal obligations issues, and audit issues within the required timeframes
• Ongoing review of processes to identify process improvements opportunities
• Work closely with the Process, Knowledge, and Training teams to maintain and support the delivery of standardised documentation and training
• Continually review process performance for consistency, quality of work, and procedural compliance
• Provide key project support as senior stakeholder and subject matter expert where required
• Works closely with the teams to action report findings and drive monthly results for cash and receivables
• Work across various business projects in operations as requested and as prioritised by the business

What you’ll need to succeed

• Excellent Computer Skills, with advanced skills in Microsoft Word and Excel with
• Strong communication skills, can demonstrate that they have effectively communicated with stakeholders including senior leaders, peers, and other staff
• Prior experience in managing outsourced teams and monitoring their performance
• Analytical & Problem-solving skills with attention to detail
• Have proven operations experience in either Insurance or Financial Services
• Ability to work well with others as well as work autonomously when required
• Able to balance numerous tasks and meet deadlines; possess excellent time management skills
• Flexible and adaptable team player who enjoys a variety of tasks
• Be outcome driven and able to demonstrate strong commitment to succeed and achieve project and operational targets.
• Excellent verbal and written English skills

Ready to prove your leadership skills and make a bigger impact? We look forward to reviewing your application.

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 Insurance New Zealand Limited