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Head of Operational Excellence
American International Group
Nashville, TN, United States
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Estimated Travel Percentage (%): Up to 25%
Relocation Provided: No
The Opportunity
The primary purpose of the job is to: Provide strategic and tactical information to build out efficient operations of Life and Annuity service operations. The role will have a clear understanding of the performance of the customer service and contact center. The performance of the department includes time service levels, cost, and quality. The performance of the organization will be benchmarked against industry competition to identify opportunities to improve on key strategic differentiators.
The leader will retain, recruit team members that are well versed in metrics and building out operational processes that are effective and efficient. The role will lead training and Quality, operational work force management, Project Management, records management, and systems support teams. In this role the leader is expected to lead the individual teams in unison to achieve overall servicing excellence.
The leader will interface with other leaders that represent customer experience, ceding company relationships, Customer service delivery, contact center, and Information technology leaders to measure and implement process changes that have measurable impacts to time service, quality, and cost.
This person must have proven track record of implementing new technologies that drive quality and cost efficiencies. This person must be able to recruit and retain extraordinary staff that is creative and driven to be the best in the industry. Key aspects of the job will include measurement and modernization of the service platforms. We are building a metrics driven automated platform for a world class customer experience and while achieving a scalable efficient platform.
What we are looking for
• Proven ability to understand strategic direction, define priorities, and navigate through an organization to “get things done”.
• Top notch problem solving abilities. Identifying root causes and introducing change rapidly.
• Strong Operations Excellence background and Lean / Six Sigma, with heavy focus on implementation and outcome.
• System approach to solution implementation, focusing on speed, reliability, and resilience.
• Technological savvy; familiar with IT concepts and data.
• Excited with change, and has successful track record in driving change in complex environment. Data driven and oriented, with ability to focus on key elements that drive difference.
• Ability to interpret analytical results to drive business processes and opportunities.
• Strong interpersonal skills who can effectively communicate across the organizational hierarchy: senior executives, operational leaders, IT teams, and line-level processors.
• High attention to details; yet can summarize and focus.
• Process and or System engineering education and background.
• Management Consulting experience is preferred, with strong implementation.
• Readiness to travel as required.
Background Requirements
• Master’s degree or equivalent demonstrated experience.
• Life and or Annuity Experience or experience in regulated industries.
• Statistical capabilities with financial acumen experience.
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. 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.
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.