Job Description

Customer Care Team Leader

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.

With more than 60 years\xe2\x80\x99 experience in Singapore, AIG has established a reputation as a leading insurer and ally to individuals, corporates, SMEs and multinational clients. Offering a wide range of personal and business insurance products, we bring technical expertise and insight to everything we do, enabling us to support and protect our clients when they need us most.

About the role

What you need to know:

This role requires the candidate to support the Customer Care Manager in the execution of the day to day operations of a team of 30 \xe2\x80\x93 40 Customer Care Consultants & Customer Experience Executives to service Customer, Partners & Producers on Consumer & Commercial general insurance products in a multi-channel environment.

What we\xe2\x80\x99re looking for:

• Perform and oversee the administrative activities associated with the daily running of the inbound operations team including reporting.
• Support Managers in information dissemination, updates, walking the floor and ensuring adoption of the Knowledge Management Framework
• To provide on-the-job training and coaching to ensure CCCs are familiar with the needed product and process knowledge and are competent in delivering excellent customer service in a professional manner to the customers.
• To manage the volume of referrals and follow-ups to the business units and approve complex cases of quotations up to a level of empowerment given by the underwriting department.
• Inculcate Customer Experience excellence focus in team members and manage and facilitate closure of feedback and complaints escalated from team members.
• Attend to, investigate and reply on escalated cases complaints feedbacks and interdepartmental case management
• Conduct regular feedback and coaching and conduct call reviews to improve performance, address gaps and rewards and recognize good performance.
• Engage with Management, Quality, Training, Workforce and other Contact Centre units to facilitate improvement or close gaps on team performance
• Ensure execution of inbound sales campaigns through up-selling, cross-selling and/or renewal of insurance policies.
• Execute and monitor ad hoc challenges, team motivation and morale activities.
• To work with Centre Management and Team Managers in the testing and implementation of new projects / initiatives impacting the Call Centre as and when delegated.
• Support the execution of the Contact Centre operational strategy to ensure the business delivery model is customer orientated, efficient, effective and compliant and that business objectives are achieved.

Operational Management

• Real time monitoring of service level and staff productivity & utilisation
• Blended Activities Scheduling and Execution
• Monitor and update status of Service Level Agreement & Turnaround Time Management of all non-voice & Voice of Customer Activities
• Support operational execution of effective use, leverage and implementation of automation, office productivity and CCMS tools and applications

Operational Risk Management & Compliance

• Support CC in reviewing, identifying, managing and mitigating Operational Risk inherent in all BAU activities. Includes support of Audit /Monitoring activities and attendant action plans, process re-design, implementation and retraining.
• Prepare daily, weekly and monthly reports to monitor and communicate results and updates with stakeholders.

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We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission \xe2\x80\x93 creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit:

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to . Reasonable accommodations will be determined on a case-by-case basis.

Functional Area: OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG Asia Pacific Insurance Pte. Ltd.

AIG