Job Description + Responsible for the day-to-day supervision of a team of customer service representatives at a Contact Center that handle customer inquiries via various channels (telephone, e-mail, web etc.) + Provides direction and guidance to the team members and recognizes and recommends areas for improvement + Coordinates work activities to achieve the volume expected to meet operational requirements + Responsible for the adherence of organizational policies and procedures + Responsible for service delivery against agreed SLA’s and Metrics, including reporting requirements + Undertake business projects and initiatives, when required + Stakeholder management across various business functions to ensure campaigns, resourcing, training, partners etc., activities are all aligned Job Requirements + Bachelor degree with over 3 years’ experience in insurance/financial services industry and/or call center with strong focus on customer service + Proven leadership skills in managing and developing a team of customer service representatives + Possess a growth and transformation mindset with proven track record of driving change and delivering high quality customer service + Strong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and senior management + Good analytical and problem-solving abilities with strong attention to detail + Qualified license of IIQE 1 and 2 is a plus + Proficient in spoken & written English & Chinese, including Putonghua Reimagining insurance to make a bigger difference to the world American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become. Welcome to a culture of belonging We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations. AIG provides 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. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com . Functional Area: OP - Operations AIG Insurance Hong Kong Limited