Job Description

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 for commercial
and personal insurance customers. It includes one of the world\xe2\x80\x99s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through
a diversified, multichannel distribution network.


About the role
What you need to know:


As a member of the Operations and Customer Office team, you\xe2\x80\x99ll be a customer advocate through managing customer feedback, insights and partnering different business units to enhance customer experience and increase customer satisfaction and loyalty.

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  Ensure that the customer complaints are handled according to the procedures and standards as set out in the customer complaint handling policy and guidelines as part of the governance team
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  Conduct complaint handling training for internal stakeholders and vendors to drive compliance to the complaint handling guidelines and processes.
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  Work with the various stakeholders across the organization to ensure that all customer feedback and complaints received via different channels are promptly resolved. You will alert the relevant management and governance teams of any risk or issues that may potentially impact the Company\xe2\x80\x99s operations and reputation, and/or have significant financial impact to the Company.
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  Contact points for any customer feedback and complaints received from any government agencies and regulatory bodies. This will include timely acknowledgement of such customer feedback and complaints, and ensure that the customer resolution and responses are managed according to our complaint handling policy and guidelines.
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  Analyze relevant data and prepare the following reports for trends and performance monitoring purposes: Customer Satisfaction Scorecard, NPS report, Complaint dashboard & Operational risk heatmap and KRI updates
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  Conduct monthly audits on complaints and feedback, and work with the relevant stakeholders to rectify any irregularities. You will also assist in the extraction of data and provide supporting documents for various audit purposes.
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  Support working sessions to drive customer experience related agenda. This will include the analysis of data for sharing and the preparation of presentation slides.
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  Drive customer centricity culture in the organization through sharing of customer insights, driving process changes and participating in customer experience related projects/activities as part of the core team
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  Support the Operations and Customer Office in any other tasks and projects relating to driving customer-focus agenda as and when assigned.

What we\xe2\x80\x99re looking for:

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  Bachelor\xe2\x80\x99s degree or Diploma with some experience in operations
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  Excellent interpersonal communication skills, both written and verbal
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  Ability to adapt to change, foster teamwork and drive for results
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  Analytical, organized and good problem solvers with a quest for excellence
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  Proactive and ability to handle multiple, competing deliverables within time constraints
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  Proficient in Microsoft Office applications
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  Fresh graduates are welcome to apply

#LI-LY1
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:
https://www.aig.com/about-us/diversity-equity-and-inclusion

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
candidatecare@aig.com . 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.