Service Centre Team Leader

Job description / Role

Due to AIG's expansion into Oman, we now require an experienced Service Centre Team Leader.

This role will provide overall management and strong leadership of the Service Centre to ensure all service levels and performance targets are achieved. Drive continuous process and procedure improvements to develop a high performing, customer service culture using cost effective solutions. To lead a team of operations professionals from the front line, enabling business growth by delivering improved efficiencies and effectively manage and execute change within the service centre.

* Ensure all agreed service standards are achieved within the Service Centre
* Build positive and effective internal working relationships
* Develop a customer centric, professional, high performing culture within the Service Centre
* Enhance quality of work by improving systems, processes and operational efficiencies
* Plan, implement and monitor operational improvements whilst successfully managing change with minimal disruption
* Achieve agreed department objectives and targets by setting clear and achievable goals, reviewing and taking appropriate action at department level.
* Ensure all compliance and governance procedures are communicated, reported and maintained
* Ensure safety and wellbeing of all Operations personnel in close alignment to all BCP, disaster recovery and HR policies.
* Work with the profit centres to improve operational metrics for Operations use in monitoring and measuring Service Centre performance, efficiency, and effectiveness.
Conduct regular operational audits to determine Service Centre performance against established and defined guidelines and rules

Requirements

The ideal candidate will possess the following:
* Proven track record of operations management in a financial services environment, preferably insurance with strong customer service tendencies
* Insurance knowledge including underwriting concepts, local practices, and processing is preferred

The candidate must also be able to demonstrate:

- Customer service skills
- Communication, relationship building and influencing skills
- Coaching and staff development skills
- Organisational and delegation skills
Change management and process re-engineering skills
- Analytical, problem solving and decision making skills
- Demonstrate the ability to identify operational improvements and gain technical knowledge / experience to action
- Awareness of the impact of local insurance regulations

About the Company

American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.

AIG has been established as a world leader in insurance by helping its partners and customers realize their plans for the future. The organization assists businesses and individuals protect what they value. Innovative products and services help sustain the customers on their journey enabling them to pursue their goals with stability and success.