Operations Lead, Australia

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Join us as an Operations Lead to play a highly influential role in protecting our clients and growing our business.

Make your mark in Business Operations

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.

How you will create an impact

This position is located in Melbourne or Sydney.

The Operations Lead, Australia is a central contact and key member of the operations team who is required to work closely with our Policy Services Administrators, Underwriting Associates, Profit Centres, as well as key stakeholders within Australia.

This role will work closely with the Head of Operations, Pacific and be responsible for the day-to-day management and monitoring of all tasks undertaken by the teams with regards to policy servicing and underwriting administration.  As a senior member of the team they will lead, manage, develop and support team members within policy servicing and underwriting associates. The role will ensure the agreed Service Levels and KPI’s are met, quality standards are maintained and where possible exceed.

They will also be a key resource for understanding, implementing and communicating change in process relating to technological changes as well as contributing to the implementation of continuous improvement initiatives by identifying operational issues.

Key accountabilities will include but not limited to:

• Overseeing onshore and offshore resources to process business requirements within the required service levels
• Assist in the reduction of unallocated cash and work towards preventing future unallocated cash
• Drive change that leads to efficiencies, ensuring that all relevant training is completed where changes to process and systems are required
• End to end escalation point for all arising policy booking issues or queries, from a variety of stakeholders
• Facilitate & participate in frequent meetings with key stakeholders including Shared Services, profit centres and underwriters to discuss performance, changes in process/systems, issues and provide general feedback
• Conduct meetings with key stakeholders to determine and implement changes to process
• Be the key contact person for compliance, legal and all internal and external audits
• Ensure any identified issues raised through compliance, legal and audit are remediated within the required timeframes
• On-going identification or anticipation of issues, with a view to recommending or implementing process improvements
• Maintain and deliver standardised documentation and training for procedures to ensure consistency, quality of work, and procedural compliance
• Provide key project support as senior stakeholder and subject matter expert
• Works closely with the teams to action report findings and drive monthly results for cash and receivables
• Work across various business projects in operations
• Activity and resourcing forecasts based on business volumes by product and transaction types and allowing for impact of major change programs.
• Status reporting for financial highlights, progress of established programs / projects, employee engagement, and other initiatives supported by Operations.

What you’ll need to succeed

• Have proven operations experience in either Insurance or Financial Services
• Excellent Computer Skills, with advanced skills in Microsoft Word and Excel, with
• Strong communication skills, can demonstrate that they have effectively communicated with stakeholders including senior leaders, peers and other staff
• Analytical and problem-solving skills with attention to detail
• Ability to work well with others as well as work autonomously when required
• Able to balance numerous tasks and meet deadlines; possess excellent time management skills
• Flexible and adaptable team player who enjoys a variety of tasks
• Be outcome driven and able to demonstrate strong commitment to succeed and achieve project and operational targets.
• Excellent verbal and written English skills

Ready to make a bigger impact? We look forward to reviewing your application.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our 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—to bring peace of mind to you and your family.

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 inclusion

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 learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent 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 [email protected].  

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