Team Lead, Operations Processing

About the Role

Join us as an Assistant Business Operations Manager to take your operations career to the next level with a global market leader. Our Operations team plays a critical role in delivering exceptional service to customers, distribution partners, and internal stakeholders. Through operational excellence, process optimization, and continuous improvement initiatives, the team helps drive business growth while ensuring efficient, compliant, and customer-focused service delivery. Reporting to the Head of Operations and Policy Servicing Operations Manager, this role is responsible for supporting strategic and operational initiatives across the Operations function. You will work closely with cross-functional stakeholders to drive process improvements, enhance operational effectiveness, support governance activities, and contribute to the successful delivery of business priorities.

How you will create an impact

• Drive and execute operational improvement initiatives across processes, services, and systems to enhance efficiency, support business growth, and optimize costs.
• Serve as a Subject Matter Expert (SME) for policy servicing processes, providing guidance and expertise to stakeholders across the organization.
• Partner with business and operational stakeholders to identify, prioritize, and implement process improvement initiatives within agreed timelines.
• Prepare and analyze operational KPIs, management reports, and performance metrics, providing recommendations to improve operational performance and customer experience.
• Manage the review, update, communication, and governance of Standard Operating Procedures (SOPs) to ensure consistency and compliance.
• Conduct periodic reviews and audits of outsourced service providers and third-party vendors, ensuring appropriate controls are in place and operational risks are effectively managed.
• Support business projects and strategic initiatives by providing operational expertise, consultation, and execution support.
• Lead and coordinate operational change initiatives, including process enhancements, system implementations, and service improvements.
• Collaborate with stakeholders across Operations, Underwriting, Distribution, Technology, and other business functions to drive operational excellence.
• Support the Head of Operations and Policy Servicing Operations Manager with operational planning, governance activities, reporting, and other ad hoc assignments.

What you'll need to succeed

• 5-7 years of experience in insurance operations, policy servicing, or underwriting support, preferably within Accident & Health and Motor Insurance.
• Experience in operational excellence, process improvement, project management, and project execution.
• Strong understanding of insurance operations, policy servicing processes, and customer experience management.
• Excellent analytical, problem-solving, and organizational skills with strong attention to detail.
• Strong communication and interpersonal skills with the ability to engage effectively with internal and external stakeholders.
• Experience supporting operational transformation, change management, and continuous improvement initiatives.
• Proactive and results-oriented mindset with a strong sense of ownership and accountability.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Ability to remain professional and composed when managing competing priorities or challenging situations.
• Proficiency in Microsoft Office applications, particularly Word and Excel. Intermediate to advanced Excel skills are an advantage.

Benefits

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.

About AIG

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.

Additional Information

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