Strategic Operations Business Services Sr. Manager

AIG Insurance • Atlanta, GA

1d • Onsite

About The Position

Corporate Real Estate & Business Services is a global team that manages our vast corporate real estate portfolio. It also has responsibility for corporate security, business continuity / resiliency, and business services such as facilities management. The team takes an innovative approach to supporting day-to-day operations and fostering a dynamic workplace, while driving commercial and operational efficiencies. Reporting directly to the Vice President, North America Business Services, the Strategic Operations Business Services Leader will drive operational excellence and strategic alignment across all of AIG's North American offices. This pivotal role ensures that Business Services functions as a seamless and efficient single point of contact for all U.S. and Canada business needs. The leader will proactively partner with regional business services, Finance, Audit/Risk, and IT to develop and implement optimized processes, manage third-party strategies, mitigate risks, and cultivate a positive workplace experience that directly supports AIG's overall business objectives. This role also serves as the Records and Information Management (RIM) Strategy & Performance Head, driving the strategic direction, governance framework, and performance measurement for AIG's RIM program globally.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, Finance, or a related field required; MBA or other relevant advanced degree is strongly preferred
• 10+ years of progressive experience in strategic operations, business services, or a related function within a complex, multinational environment, preferably within the financial services or insurance industry
• Demonstrated success in leading process optimization, operational strategy development, and large-scale change management initiatives is required
• Proven ability to thrive in and lead an environment of continuous change, fostering a culture of innovation, collaboration, client focus, continuous improvement (e.g., Lean, Six Sigma), and empowerment across teams and functions
• Understanding of Records and Information Management (RIM) principles and information governance best practices
• A highly results-oriented individual with a strong sense of ownership and accountability. Demonstrated ability to proactively identify challenges, analyze root causes, and implement effective, data-driven solutions to achieve strategic outcomes and mitigate risks
• Exceptional communication (verbal and written), presentation, and storytelling skills, with the ability to articulate complex operational strategies and performance insights clearly and persuasively to diverse audiences, including senior leadership and global stakeholders
• Expertise in developing robust operational metrics, KPIs, and service level agreements (SLAs), coupled with the ability to design and generate insightful reports and dashboards for performance monitoring, trend analysis, and strategic decision-making
• Demonstrated success in building strong, collaborative relationships and networks with diverse stakeholders across multiple functions and at all organizational levels, fostering alignment and partnership on shared objectives
• Strong influencing skills with a proven ability to gain buy-in and align diverse stakeholders and global team members around project outcomes, strategic initiatives, and shared goals
• Self-motivated and highly capable of operating with a high degree of autonomy, demonstrating strong initiative and strategic judgment in managing responsibilities and advancing priorities with limited supervision
• Experience working with and leading global teams, demonstrating cross-cultural communication skills, adaptability, and an understanding of varying regional needs and operational practices

Responsibilities

• Lead strategic planning and operational excellence initiatives for the North America Business Services program, working closely with the program leader to define roadmaps, optimize processes, and ensure alignment with global organizational strategies and objectives
• Drive the execution and implementation of standardized operational frameworks and best practices across North America, collaborating with internal stakeholders and regional counterparts to enhance efficiency, measure performance, and foster continuous improvement
• Establish and maintain robust performance measurement systems and governance frameworks to track key performance indicators (KPIs), analyze operational metrics, and proactively identify opportunities to address potential issues and mitigate risks within the North America Business Services operations
• Cultivate and expand strategic relationships with key global and regional stakeholders across various functions, integrating Business Services programs and ensuring alignment with AIG’s evolving business goals and priorities
• Lead the strategic direction and governance for AIG's Records and Information Management (RIM) program, establishing roadmaps, priorities, and operating cadence while facilitating business unit engagement, escalations, and exception approvals to ensure enterprise-wide compliance and operational efficiency
• Own the RIM program's performance and benefits framework, including cost-benefit analysis (CBA) and business case development to inform investment decisions, while overseeing related program operations and delivering executive-level reporting on program outcomes and value realization
• Develop and deliver executive-level presentations and communications, including strategic plans, operational reviews, performance reports, and opportunity assessments, to effectively convey complex information and influence senior leadership decision-making
• Champion a culture of innovation, continuous improvement, and client focus within the North America Business Services team and RIM Program, empowering team members and fostering a collaborative environment to drive transformative change and deliver added value
• Act as a central liaison and communication conduit, distilling and conveying key strategic messages and initiatives from global GS&PS category leaders, regions, and support organizations to gain awareness, sponsorship, and active participation
• Conduct market research, industry benchmarking, and networking to identify emerging trends, evaluate best-in-class practices, and provide actionable insights that inform strategic decision-making and drive value within North America Business Services
• Partner with cross-functional teams and external (supplier) stakeholders, leading change management initiatives to successfully implement transformation projects and deliver on the continuous improvements that add value
• Provide strategic support and guidance as needed across the broader global GS&PS team, contributing expertise and fostering alignment on key initiatives and best practices

Benefits

• Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior