Team Lead, Operations Processing

About the Role

Our Operations team plays a critical role in delivering exceptional service to customers, distribution partners, and internal stakeholders. By ensuring efficient policy servicing and operational excellence across both Consumer and Commercial lines of business, the team supports business growth while maintaining high standards of accuracy, compliance, and customer experience.

This role is responsible for leading the Customer Policy Services function, managing a team of 26 professionals supporting Consumer and Commercial Insurance businesses, including SME, Marine, and Casualty. You will drive operational performance, enhance customer journeys, lead change initiatives, and foster a culture of continuous improvement and service excellence.

How you will create an impact

• Lead, coach, and develop a high-performing Customer Policy Services team, fostering a culture of accountability, engagement, and continuous learning.
• Oversee the end-to-end policy servicing lifecycle across Consumer and Commercial Insurance businesses, ensuring timely, accurate, and efficient processing while maintaining high service standards.
• Drive team performance through effective management of KPIs, service levels, productivity, quality standards, and operational objectives.
• Identify and implement process improvement, operational excellence, and cost optimization initiatives to enhance efficiency and customer experience.
• Lead and support change management initiatives, including process enhancements, regulatory changes, and system implementations.
• Coordinate resources and operational activities to ensure business objectives are achieved and service commitments are consistently delivered.
• Manage customer and stakeholder escalations, providing effective resolution and implementing corrective actions where necessary.
• Continuously improve customer journeys and operational workflows to support sustainable business growth and service excellence.
• Build strong relationships with internal and external stakeholders, ensuring effective communication and collaboration on policy servicing matters.
• Ensure compliance with company policies, operational procedures, regulatory requirements, risk management standards, and internal controls.

What you'll need to succeed

• Bachelor's degree or equivalent professional experience.
• 7+ years of experience in insurance operations, including people leadership and team management responsibilities.
• Proven ability to coach, develop, and lead high-performing teams in a customer-focused environment.
• Strong knowledge of Consumer and Commercial Insurance operations, policy servicing processes, and customer journey management.
• Experience leading operational transformation, process improvement, and change management initiatives.
• Strong analytical, problem-solving, and decision-making skills with a focus on operational excellence and business outcomes.
• Excellent communication, stakeholder management, and influencing skills, with the ability to collaborate across all levels of the organization.
• Strong organizational and prioritization skills, with the ability to manage multiple initiatives in a fast-paced environment.
• Growth mindset with a focus on continuous improvement, productivity, and sustainable business expansion.
• Good command of Thai and English, both written and spoken.

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.