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. About the role In this role you will be responsible for leading and managing a team of policy servicing specialists by optimizing service delivery across the entire policy lifecycle with focus on strategic direction, drive process improvement to maintain operational excellence and ensuring compliance. Responsibilities of the role include: Team Management + Lead and manage a team of policy servicing specialists, implementing operational policies, and monitoring key performance indicators to optimize service delivery across the entire policy lifecycle. + Monitor individual and team performance metrics, identify areas for improvement and implement corrective actions where necessary. + Build and coach team to ensure highest levels of operational and technical competency. + Provide opportunity for talent development and implement succession planning for all key positions. + Foster a culture of continuous improvement and continuous learning where employees can identify opportunities for improvement and contribute to ongoing service and operational optimization. + Drive cross functional collaboration mindset within CPS and across Operations to increase overall efficiency levels. Policy Servicing Operations + Oversee the entire policy servicing lifecycle, including policy renewals, endorsements, policy changes, premium adjustments, and cancellations, ensuring accuracy and timely processing. + Conduct activity forecast and resourcing forecast based on business volumes by product and transaction types. + Monitor actual operating expenses, identify and implement cost saving measures by eliminating wastages, redundancies and/or unproductive activities. Operational Efficiency + Continuously review, identify and implement process improvements to streamline policy servicing operations, reduce errors, and optimize efficiency. + Monitor key performance indicators (KPIs) such as service level agreements, turnaround times, and customer satisfaction metrics. + Analyze data to identify trends, potential issues, and areas for improvement within the policy servicing process. Compliance and Risk Management + Ensure all policy servicing activities adhere to company policies, regulatory guidelines, and industry best practices including data integrity and reporting. + Conduct regular quality checks and self-audit to identify potential risks associated with policy servicing and implement mitigation actions. + Continuously evaluate and update the business continuity plan for policy servicing with a focus on response measures, back up continuity plan, recovery and resilience. Customer Service + Foster a customer-centric approach within the team, prioritizing timely and accurate responses to both internal and external customer inquiries and requests. + Act as the primary point of contact for escalated customer service issues related to policy servicing, resolving complex inquiries and providing timely solutions. + Monitor customer feedback and use insights to identify areas for service improvement. Stakeholder Management + Collaborate closely with other departments including business, agency, underwriting, claims, and finance to ensure seamless policy servicing across the entire customer journey. + Communicate effectively with internal and external stakeholders on policy servicing issues and updates. + Provide status reports to stakeholders regarding progress against establish programs/projects that impact policy servicing and escalate issues if any. Reporting and Analysis + Generate reports on key performance indicators (KPIs) related to policy servicing, including service levels, turnaround times, and error rate. + Analyze data to identify trends and opportunities for improvement, presenting findings to management and stakeholders. + Test key controls and assess for design and operating effectiveness + Continually evolve our approach to testing controls + Maintain a controls assurance testing schedule + Provide consultation, facilitation, and analytical support to ensure our testing plan is executed in line with expected standards + Implement and monitor control remediation plans for controls whereby improvements have been identified + Support managers with reporting activities + Support other assurance and control activities as required + Provide coaching and assistance to internal stakeholders to ensure compliance with legislation, policies, and processes + Build relationships across the business to continuously drive improvement to the control environment and uplift our risk culture + Perform Quality Assurance activities to ensure compliance with legislation, policies and processes What we’re looking for: + Bachelor degree with relevant experience in insurance operations with strong focus on policy servicing and customer service. + Proven leadership skills in managing and developing a team of policy servicing specialists. + Good understanding of insurance policies, procedures and regulatory compliance requirements + Possess a growth and transformation mindset with proven track record of driving change and delivering high quality customer service + Excellent analytical and problem-solving abilities with strong attention to detail + Strong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and senior management Ready to take your career to the next level? We would love to hear from you. 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 Malaysia Insurance Berhad