Qualitative Head team

[Quality area Head]

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 (Choose the relevant description)

General Insurance is a leading provider of insurance products and services for commercial
and personal insurance customers. It includes one of the world’s 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:

- General Objective: Ensure the accuracy, completeness, and regulatory compliance of policies, endorsements, and insurance documentation prior to release, preventing errors and inconsistencies that may result in rework, customer issues, or operational risk. The role supports stable service levels by applying quality controls, validating underwriting and technical requirements, and reinforcing disciplined execution across the policy issuance process.

End-to-end policy issuance and underwriting requirements
Deep understanding of policy issuance processes, underwriting instructions, wordings, endorsements, and regulatory documentation, and how errors impact risk, compliance, service levels, and customer experience. Quality assurance and preventive control models in insurance operations
Knowledge of quality methodologies focused on prevention, including control design, sampling, root-cause analysis, and continuous improvement to reduce errors and rework before policy release. Regulatory compliance and operational risk management
Strong understanding of regulatory frameworks, audit standards, and operational risk principles to ensure compliant issuance, effective escalation, and protection of technical and reputational outcomes. Operational performance management (SLAs, KPIs, and governance)
Ability to balance quality controls with service levels and productivity, understanding how quality governance directly impacts turnaround times, efficiency, and business commitments. Process improvement, automation, and cross-functional leadership
Knowledge of process optimization, STP and automation readiness, and the ability to work effectively with underwriting, operations, IT, and BPOs to embed scalable and sustainable quality standards.

What we’re looking for:

Behavioral competencies:

• Quality Ownership & Accountability

Takes full ownership of quality outcomes in policy issuance, proactively identifying risks, enforcing standards, and ensuring issues are addressed at root cause rather than through corrective rework.

• Analytical & Risk-Based Decision Making

Use data, trends, and risk indicators to prioritize controls, make sound decisions, and balance quality, compliance, and service levels under operational pressure.

• Influence Without Authority

Effectively influences underwriting, operations, IT, and external partners to drive adherence to quality standards, even without direct reporting lines.

• Continuous Improvement Mindset

Constantly seeks opportunities to simplify processes, prevent errors, and improve efficiency, embracing automation and standardization as enablers of quality.

• Structured Execution & Discipline

Operates with rigor, consistency, and follow-through, ensuring controls, escalations, and governance processes are applied reliably and sustainably.

Functional competencies:

• Policy Issuance Quality & Control Management

Ability to define and oversee quality controls across policy issuance, ensuring accuracy, consistency, and compliance prior to policy release.

• Regulatory Compliance & Operational Risk Control

Strong capability to translate regulatory and audit requirements into effective operational controls that mitigate technical, operational, and reputational risk.

• Performance Management & Quality KPIs

Proficiency in managing quality and service-related KPIs, balancing error prevention, turnaround times, productivity, and business commitments.

• Process Improvement & Automation Enablement

Ability to identify process improvement and automation opportunities, collaborating with operations and IT to embed scalable, prevention-based quality models.

A look at our benefits

At AIG, we have a 100-year legacy of working to make the world a better place.  And that begins with our employees. We’re proud to offer a range of employee benefits and resources that help you protect what matters most – your health care, savings, financial protection, and wellbeing. We provide a variety of leaves for personal, health, family, and military needs. For example, the “Giving Back” program allows you to take up to 16 hours a year to volunteer in your community.

We also believe in fostering our employees’ development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a tuition reimbursement program for eligible employees to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. 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. At AIG, we believe that diversity and inclusion are critical to our future and our mission – 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.

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].  

Functional Area: