Cust Svc Call Center Mgr

Customer Service Manager

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Get to know the business

General Insurance 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. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

The Customer Service Manager function is meant to be a partner to the business segments, offering support, expertise, and partnership. The existing diversity of the business portfolio demands from the Customer Service Manager specialized expertise in the different business areas. The Customer Service Manager team works with the business to support a wide array of products and offerings, through a complex and highly demanding distribution force and network. Customer Service Manager has the responsibility of delivering and materializing the product offer and promise. In the case of Customer Service Manager this opportunity is given in even the most sensible and highly complex situations where the health and well being of our insureds and clients is touched and where we can make a significant difference at that level.

About the role
What you need to know:

Zero Based Replacement. Responsible for the supervision of 30 employees to achieve customer service objectives in the Call Center and sales through Telemarketing.

Your contribution at AIG

Sales Call Center:

• Key to achieve sales targets for individual policies in Mass marketing channels in coordination with Digital Marketing. Responsible for monitoring operations and reaching sales goals through Internal and External Call Center (Agents). This production currently represents 28% of auto policy sales through digital channels. This position oversees a premium in the 2023 Budget of 1.4MM USD.

• Responsible for generating and implementing renewal initiatives and reducing cancellation rates to improve the profitability of the portfolio in charge.

Customer Service:

• Responsible for the inbound customer service channel, where an average of more than 10 thousand calls are received per month. He guarantees that the service of these calls is aligned with SLAs and CC guidelines. The team in charge is the first line of attention for the Insured, Agents, Brokers, third parties and commercial partners.

UNE:
·It is part of the Specialized Unit of attention to users created in a mandatory manner to comply with the global policy of handling complaints and the requirements of the authority described in the Mexican legislation.
1. Functional Responsibilities:

• Ensure that operators follow the processes kept by the company by monitoring calls
• Provide ongoing training to Call Center operators
• Monitor service levels through management systems to ensure compliance with these
• Make reports on efficiency, achievement of objectives for delivery to Management
• Reception and attention to complaints
• Updating of processes and implementation of strategies that improve the customer service experience.

2. Accountabilities:

• Delivery of regulatory reports
• Preparation of management reports
• Implementation of sales &service strategies
• Portfolio management, sales, collection, renewal, cancellation
• Ensure the proper functioning of each operation

 3. Leadership Skills
oExcellent communication skills, both written & verbal
oGood presentation skills and file knowledge

• Analytical thinking
• Strong Communication Skills
• Strong Customer Service Skills
• Capability to work under pressure
• Integrity
• Commintment
• Proactive

 4. Technical Skills and Expertise

• Management Efficient - Ability to handle multiple priorities, organize work and meet deadlines
• Have worked in a previous job for at least 1 year.

What we’re looking for:

• Microsoft Packages – Excel (High), Word, Outlook.
• Languages: English (B2/C1 Level – wrinting and reading)
• Learning disposition
• Bachelor´s degree in Management, Economy, Engenierring or Similar.
• Experience: Have worked in CC as Manager or Senior Supervisor at least 1 year with people under his charge, service skills and orient results.

#LI-MF1

#LI-AIG

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 *************@aig.com.  

Functional Area:

OP - OperationsEstimated Travel Percentage (%): No TravelRelocation Provided: NoAIG SEGUROS MEXICO S.A. DE C.V.