Regional Multinational Service Delivery Manager – Latin America and the Caribbean (LAC)

AIG Insurance•Miami, FL

10d•Onsite

About The Position

Regional Multinational Service Delivery Manager – Latin America and the Caribbean (LAC) At AIG, we are reimagining the way we help customers to manage risk. Join us as the Regional Multinational Service Delivery Manager - Latin America and the Caribbean (LAC) to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team. Who we are: American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. Get to know the business General Insurance is a leading provider of insurance products and services – focused on helping to manage risk for commercial and personal customers. We offer a broad range of products through a diversified, multi-channel distribution network, including one of the world’s most far-reaching property casualty networks. Multinational AIG’s Multinational business is an exciting area within General Insurance that will challenge you every day to explore new opportunities for our clients worldwide. As a trusted advisor, you will tailor multinational insurance solutions for our global clients, empowering them to operate across borders with confidence and consistency. Partner with a dynamic, global team of experts, including underwriters, risk engineers, and analytics and claims professionals, to design, implement and service multinational insurance programs. This includes issuing timely policies, providing regulatory advice, sharing local knowledge, supporting efficient money movement capabilities and deploying large fronted limits. AIG Multinational professionals have the diverse skills and expertise necessary to deliver customized, compliant and seamless solutions that support our clients’ risk management objectives. With in-depth knowledge of local markets, practices and regulations, Multinational provides world-class insurance solutions and helps clients successfully navigate their cross-border risks, wherever in the world their businesses take them. How you will create an impact The Regional Multinational (MN) Service Delivery Manager will work to implement the MN Business Model, agreed MN Organizational Alignment, Resource & Efficiency Plans and globally consistent MN processes, roles & responsibilities, procedures, controls, performance metrics throughout all countries / territories within assigned region and across the AIG Network (including non AIG countries), partnering with relevant stakeholders such as in country local leadership teams, Fac desk underwriters, MN Operations & Training, Quality, Risk & Compliance colleagues to meet targeted standards in terms of quality, customer service, compliance, and timeliness, all of which underpin AIG’s Multinational Value Proposition. The position will be responsible to coordinate servicing efforts for PO´s and IO´s but also Network partner territories - including complicated negotiations, regulations, relationships and agreements and external parties like local reinsurers in territories such as Argentina, Venezuela, Chile, Colombia, etc. In addition to the service delivery discipline the role will require development of thought leadership strategies across all countries such as podcasts, videos, and social media updates to embrace the MN strategy “Telling the MN story”. The Regional Multinational Service Delivery Manager, will report directly to the Head of Multinational (LAC)

Requirements

Minimum of 5 years of operational experience in financial services or insurance
Experience in managing a service orientated operational environment (preferably within insurance)
Experience in Commercial – Personal Insurance / Global Fronting, International Business Environment and Insurance Regulation
Proven background in dealing with multinational and Captive Fronting programs at all levels with an intimate knowledge of regulatory, technical, and processing requirements.
Must demonstrate a high level of proficiency in the following skills:
Leadership
Strategic
Analytical
Customer service
Coaching and staff development
Organization and delegation
Interpersonal
Ability to negotiate and clearly articulate ideas and influence outcomes
Change Management
Process re-engineering
Demonstrate the ability to identify operational improvements and gain technical knowledge / experience to carry out those improvements
Project management

Responsibilities

Promote a customer-focused environment.
Ensure all regional Producing Office (PO), Issuing Office (IO) and network partners (NP) service expectations and Service Level Agreement (SLA’s) are met or exceeded in accordance with mandated processes and operating procedures.
Drive AIG Network Integration (IO/PO/Network Partners (NP)) within broader AIG Network Optimization strategy.
Evaluate regional service delivery resources according to capacity requirements.
Drive continuous improvement across the region in partnership with the AIG LAC & MN Operations colleagues.
Solicit feedback from management and staff and socialize ideas.
Evaluate recommended changes and implement new procedures to improve the region’s operations.
Support the Head of MN to transition the MN team to a more strategic and external team by developing the local frameworks to operate with complete focus on service excellence and total adoption / usage of MN platforms such as Power BI, Qlickview, etc.
Actively engage and participate in country, regional and global multinational initiatives.
Resolve service delivery issues by engaging with other parties within the AIG network as required.
Evaluate and recommend changes in processing methods and procedures; develop, recommend and implement new processes, procedures and establish control framework.
Ensure the LAC Region meet and exceed the standards in terms of quality, customer service, compliance, and timeliness in servicing Multinational Accounts.
Drive and support growth strategies such as Fac desk accelerated growth plan (FLAG), Global fronting expansion strategies as well as governance/distribution or contributing to strategies such as the NP’s expansion.
Act as liaison of the Fac desk team.
Develop a dedicated NP service delivery strategy for 36 NPs, 44 relationships, and 8 IO’s and 4 PO’s – considering a high-level complexity around these territories in terms of reinsurance, regulations, etc.
Coordinate and escalate system, operations and Service delivery country issues.
Lead System, Operations and Service delivery Multinational initiatives and projects.
Track and report efficiency of the Multinational teams; recommend corrective action in response to service delivery issues; ensure complaints from within the AIG network or internal departments and legal inquiries are addressed within established guidelines and protocols.
Apply analytics for operational performance measurement, benchmarking and competitive analysis around key areas, to include: Policy Issuance, Rejection Analysis, Booking Analysis, Operating model effectiveness.
Maintain strong and effective relationships with key business stakeholders to ensure that MN service delivery meets expectations.
Foster close partnership with underwriting, risk management, distribution and claims teams to provide excellent customer focus that understands and meets client’s needs.
Partner with relevant MN Training, Quality, Risk & Compliance colleagues to identify, report, review and communicate relevant issues, challenges, risks, opportunities and training needs.
Complete special projects as assigned.
Ensure continuous velocity of Multinational requests across the Region to directly enhance our ability to deliver a superior experience, improve effectiveness and enhance Multinational workforce efficiency.