Customer Service Manager

Overview Customer Service Manager American International Group, Inc. (AIG) is a leading global insurance organization with a wide range of property casualty insurance offerings in approximately 70 countries and jurisdictions. AIG and its member companies provide products and services that help businesses and individuals protect their assets and manage risks. We are committed to making a positive difference for our colleagues and the communities where we work and live, including 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 customers, with a broad range of products delivered through a diversified, multichannel distribution network. The Customer Service Manager is a key partner from the Contact Center for all business lines at AIG, both Personal and Commercial Lines and Extended Warranty. The position is part of a team responsible for the Mexico Claims FNOL Contact Center unit, covering a 7 x 24-hour service schedule for customers who need assistance due to an accident or in compliance with local regulations and criteria established in accordance with AIG guidelines. About the role The role is part of the Claims Contact Center (CC) of México with five departments operating 24/7 and a team of 36 FTEs: FNOL General Insurance Day shift (19 FTEs) FNOL General Insurance Night shift (4 FTEs) FNOL Warranty México (13 FTEs) The contact center supports the business team and insureds for claims or assistance, and helps avoid financial and regulatory impacts. In 2024 KPI performance exceeded market levels with 90% Service Level and 3% Abandoned calls. Data in 2024: AUTO – Calls 96,444 / Portfolio value USD 33 MM annualized premiums; Package – Calls 10,320 / USD 5 MM; Warranty – Calls 85,812 / USD 16 MM. Position performance contributed to NPS improving from 53% in 2020 to 64% in 2024. Your contribution at AIG The position is responsible for controlling and reducing reputational and financial risk by ensuring staff comply with regulatory requirements, procedures and policies; efficiently manage client needs and complaints; and deliver information requested by local regulators. It supervises about 12 telephone agents handling 38% of calls during Monday to Saturday 15:00 – 23:00 hours. This backfill position is one of three supervisors in the CC team. Responsibilities Functional Responsibilities: Staff management: Direct and manage teams of customer service agents in the claims booths of different lines of business. Ensure agents follow company processes by monitoring calls. Provide ongoing training to staff on procedures and best practices. Monitor KPIs through management systems to ensure compliance. Ensure operations and interactions comply with company and local government rules and regulations. Prepare reports on efficiency and objective achievement for management. Accountabilities: Develop and implement operational strategies to improve efficiency and service quality within PCI processes. Ensure correct validation of policies so adjusters or suppliers assign appropriate coverage without economic or reputational risk. Data management Maintain a work environment in accordance with company policies, maintaining attrition targets. Leadership Skills: Excellent communication, collaborative, analytical thinking, results-driven, proactive, detail-oriented, strong customer service. Technical Skills and Expertise: Management efficiency – ability to handle multiple priorities, organize work and meet deadlines. What we’re looking for Microsoft Office – Excel (High), Word, Outlook. Languages: English (B2/C1 Level – writing and reading). Learning disposition Bachelor’s degree in Administration, Engineering or similar. Experience: Have worked in CC as Manager or Senior Supervisor for at least 1 year with people under charge, service skills and orientation to results. Work environment and benefits At AIG, we value in-person collaboration as a vital part of our culture. Team members are asked to be primarily in the office to work effectively and support clients. Enjoy benefits that take care of what matters Our Total Rewards Program offers a comprehensive benefits package focused on health, wellbeing and financial security, as well as professional development. About AIG American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions with a broad, far-reaching property casualty network. We invest in our people through continuous learning and development in a culture that celebrates everyone for who they are and what they want to become. Diversity and inclusion We are committed to a culture of inclusion and belonging. We strive to respect and celebrate diverse talents, backgrounds, cultures, opinions and goals through learning, cultural awareness activities and Employee Resource Groups (ERGs). AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender identity or expression, national origin, veteran status, disability or any other legally protected category. We also provide reasonable accommodations to applicants and employees with disabilities. If you need an accommodation, please email Functional Area: OP - Operations AIG SEGUROS MEXICO S.A. DE C.V. #J-18808-Ljbffr