Scope

• Leadership of the ATAP Assistance - ANZ Team.
• Management of ATAM Assistance - ANZ operational outputs.

Responsibilities

• Lead and manage the ATAP Assistance - ANZ Team.
• Deliver best practice travel assistance operations to the ANZ region.
• Provide accurate and timely operational reporting and communications to ATAP stakeholders.
• Manage Service Level Agreements (SLA) across all teams, evaluate and rebalance as applicable.
• Partner with ATAP Claims – ANZ in order to deliver seamless service to the insured.
• Ensure alignment of resources to meet forecasted call delivery patterns to achieve an average speed of answer of 20 seconds across 24 hours a day, 365 days a year. 
• Effectively manage Assistance - ANZ complaints across all business lines.
• Ensure the continuity of ATAP business operations through establishment of a Business Resiliency Programme.
• Project-manage equipment, platforms and systems introduction into service, staff training and ongoing maintenance and improvements.
• Responsible as the focal point of contact for AIG Australia, New Zealand,

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 (%): Up to 25%

Relocation Provided: No

AIG Travel Assist Malaysia Sdn Bhd