Customer Service Center Manager, South Korea At AIG, we are reimagining the way we help customers to manage risk. Join us as a Customer Service Center Manager to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team. Make your mark in AIG Korea’s Customer Care Center 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. How you will create an impact You will manage the day-to-day operations of the Customer Service Centers in Suncheon and Kwangju, handling approximately 5,000 inbound and outbound calls. You will oversee the efficient management of customer inquiries and complaints, ensuring service quality through the monitoring of CSR performance and compliance with company policies and regulations. As a senior leader, you will be instrumental in creating a positive customer journey and retaining valuable customers. + Manage our customer service centers & oversee outsourced vendors + Establish Customer Service Strategies and KPI + Oversees operating systems including policies, procedures, and operating structure. What you’ll need to succeed + Develop and Implement Operational Strategies: You will be responsible for establishing the operational model for the Customer Service Center (CSC), setting clear goals, and defining key performance indicators (KPIs). Additionally, you'll plan and manage both inbound and outbound strategies, ensuring productivity and call quality are maintained. + Budget Planning and Management: You'll create and manage the CSC’s monthly and annual budgets, making sure resources are used efficiently. Regular monitoring of budget execution will be key to ensuring financial efficiency. + CSC Organization and Team Management: You’ll design and structure the customer service team, develop evaluation and compensation strategies, and implement career management and performance improvement plans to ensure the team is motivated and continuously growing. + Operational and Performance Management: You will oversee the performance of the outsourced staffs, analyzing performance outcomes. Based on these insights, you’ll implement strategies to improve productivity, call quality, and customer satisfaction. Additionally, you'll work on optimizing IT systems to ensure smooth service operations. + Monitor Sales and Service Support: You'll set the operational processes and guidelines for monitoring complete sales (Happy Calls) and supporting service-related communications, such as missed payments. You will also analyze and report on these results to help drive improvements. 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 Korea Inc. (South Korea)