**Customer Service Manager**:
**Who we**are**:
American International Group, Inc. (AIG) is a leading integral insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.
We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.
**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’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.
The Customer Service Manager is a key partner from the Contact Center for all business lines at AIG, both Personal and Commercial Lines and Extended Warranty.
The position is part of a team responsible for the Mexico Claims FNOL Contact Center unit covering a 7 x 24-hour service schedule for customers who need assistance due to an accident or assistance in compliance with local regulations and criteria established in accordance with AIG guidelines.
In 2024, about 200,000 calls were handled by the Mexico Claims and Assistance FNOL Contact Center and 65% of these calls came from Auto policies, a business line that closed that same year with USD 34 MM in annualized premiums.
**About the**role**:
**What you need to**know**:
The position is part of a team responsible for the Claims Contact Center (CC) of México with five departments in charge operating in 24 hours / 7 days a week and a team of 36 FTE´s:
- FNOL General Insurance Day shift (19 FTE´s)
- FNOL General Insurance Night shift (4 FTE´s)
- FNOL Warranty México (13 FTE´s)
The contact center is not only critical to support the business team and serve the insured in case of claim or assistance, but also to avoid financial and regulatory impacts.
In 2024 achieved KPI´s above the market with 90% in Service Level and 3% in Abandoned calls.
- AUTO: Calls 96,444 / Portfolio value USD 33 MM annualized premiums.
- Package: Calls 10,320 / Portfolio value USD 5 MM annualized premiums.
- Warranty: Calls 85,812 / Portfolio value USD 16 MM annualized premiums.
Position performance has a direct positive impact in recent years on NPS Surveys results from 53% in 2020 to 64% in 2024.
**Your contribution at AIG**:
**The position is in charge to control and reduces reputational and financial risk by ensuring that staff in charge meet with regulatory compliance, procedures, policies, efficiently manage client needs and complaints and efficiently deliver the information requested by the local regulator during the year.**:
**Manages a team of Claims Contact Center telephone Agents who serve as the initial point of contact for customers reporting First Notice of Loss (FNOL). Oversees the effective, efficient, and timely response to inquiries regarding the claims process.**:
**This backfill position in CC is one of a team of three supervisors. This position is CRTICAL because it is responsible for the supervision of about 12 telephone agents to handle 38% of calls during a Monday to Saturday 15:00 - 23:00 hours.**:
**Duties and Responsibilities**:
**1.**Functional Responsibilities**:
- Staff management: Direct and manage teams of customer service agents of the claim’s booths of the different lines of business.
- Ensure that agents follow the processes kept by the company by monitoring calls.
- Provide ongoing training for staff, ensuring they are up to date with procedures and best practices.
- Monitor KPI’s through management systems to ensure compliance with these.
- Ensure that all operations and interactions comply with company and local government rules and regulations.
- Make reports on efficiency, achievement of objectives for delivery to Management.
**2.**Accountabilities**:
- Develop and implement operational strategies to improve the efficiency and quality of service to internal and external clients within PCI processes.
- Guarantee that the correct validation of the policies is carried out so that the adjusters or suppliers make the correct assignment of coverage, without the company having economic or reputational risks.
- Data management
- Maintain a work environment in accordance with company policies, maintaining the attrition target.
**3. Leadership Skills**:
- **Excellent communication skills**:
- **Collaborative**:
- **Analytical thinking**:
- **Strong Communication Skills**:
- **Strong Customer Service Skills**:
- **Results-driven**:
- **Focused**:
- **Detail-oriented**:
- **Proactive**
**4**. Technical Skills and Expertise**:
- Management E