Operations Implementation Manager

Who we are

AIG has an unsurpassed global travel insurance underwriting capability through AIG's insurance operations in more than 100 countries. Millions of leisure and business travelers alike rely on Travel Guard®, AIG Travel's portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans. Through eight wholly owned, state-of-the-art global service centers, customers have access to 24/7 emergency travel assistance, medical and security services with more than 40 languages spoken on-site. We help people travel more and worry less.

About the role

The Operations Implementation Manager is a vital role within the AIG Travel America's organization that supports planning, directing and coordinating knowledge management activities to include, but not limited to: Quality Analysis/Control programs, Business Process Standardization, and Program/Employee Development across two operations in Houston, Texas and Mexico City, MX. This position reports to the Vice President of Operations.

As an Operations Implementation Manager at AIG you are at the forefront of where emergent based customer service meets superior trained team members. You act with speed, composure, compassion, and knowledge to solve problems and the work you do every day is the heart of AIG's business.

The Operations Implementation Manager is responsible for:

• Leads and develops an effective team of quality auditors, trainers, and analysts to improvement business processes, develop staff and leaders, and synchronize information networks
• Plans, manages, and evaluates work of staff, as well as, makes decisions regarding pay, performance management, development, employment and staffing
• Provides guidance, direction and motivation to employees regarding acquiring knowledge acquired and to develop those skills by establishing standards of excellence and monitoring the performance
• Cooperates with Operations and General Managers in process improvement and adaptation of contents of the existing business units and new accounts through training and development plans
• Maintains regular written and verbal communications with different members of the organization
• Possesses knowledge and in-depth understanding of business processes within each operation in order to make informed recommendations
• Translates operational and business requirements into project activities
• Develop training programs, audiovisual resources and educational materials
• Evaluate the effectiveness of training programs through individual and group interviews with employees, surveys and consultations with managers and supervisors, and performs the necessary updates or upgrades
• Train Leaders in technical and leadership skills, coaching and managing time and people
• Plans, develops and provides training and development programs staff, using their knowledge of the effectiveness of various teaching methods, including classroom training, demonstrations, training one to one in the workplace, meetings, conferences include and workshops
• Participate in the development of new products
• Interpret business requirements, develops and implements educational solutions within the scope, time and cost agreed
• Develops Knowledge Management Interface to link programs and coordinator knowledge

What we are looking for

• Bachelor's degree required
• At least 4+ years' professional experience managing call center/claims staff, having led active operations teams with Private/Public business and/or military; Positions within Marketing, Talent Development and/or Corporate Training/Compliance
• Demonstrates personal expertise, knowledge and the ability to delineate clear directives under high levels of stress in emergency/critical care situations
• Knowledge construction or curricula and educational planning, teaching methodologies, adaptability and learning styles
• Knowledge of behavioral characteristics and performance, individual differences in abilities, interests, personality, motivation and learning pace
• Must possess clear, concise, and professional verbal and written communication abilities
• Must have masterly level proficiency in English
• Desired: Masterly level proficiency (or native language) in Spanish and/or Portuguese
• Must have experience with MS Office, MS SharePoint, O365
• Desired PC Skills: Captivate, Udemy, SQL; Note additional like applications
• Ability to work across multiple time zones

A look at our Benefits

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, our "Giving Back" program allows you to take up to 16 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.

We also believe in fostering our colleagues' development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues 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

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. 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 such as sexual orientation. 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.

To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to [email protected]. Reasonable accommodations will be determined on a case-by-case basis.

Functional Area:

OP - Operations

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

AIG Travel Assist, Inc.