Description

Position Summary:

Direct all aspects of the international travel assistance and claims center(s), a 24-hour/7-day a week operation. This role will be based in Kuala Lumpur Malaysia within the AIG Travel Asia Pacific operations center and responsible for all APAC country Travel related servicing, except for Japan. Responsibilities also include direct oversight of the AIG Travel Guangzhou, China travel assistance center and provision of medical support for the Okinawa, Japan center.

Functional Responsibilities:

• Establish working relationships with the AIG Travel teams and local AIG country management teams in Asia to identify the needs of the business
• Work with the AIG Travel CAO to establish the strategic goals and objectives of the AIG Travel Asia Pacific operation based on the needs of the business and integration with other AIG Travel operations centers.
• Work with the AIG business teams to identify new service opportunities that align to the goals and objectives of AIG Travel Asia Pacific.
• Develop an annual budget and periodic financial forecasts that align to the business goals and objectives.
• Participate in the role as General Manager as a member of the AIG Travel Asia Pacific Board of Directors. Direct the timing and agenda of the Board meetings. Direct the preparation of all materials required for the board meeting agenda
• Hire, train, motivate, develop, evaluate and direct the claims and assistance operations management staff and supervise their daily responsibilities regarding performance, and service level attainment
• Establish and implement related policies and procedures to insure proper internal financial and compliance controls.
• Ensure that all service center performance and service standards are met.
• Apply all human resource/employee relations policies consistently and in compliance with AIG guidelines
• Identify and implement potential procedural efficiencies throughout the call center and ensure that all staff receives necessary training and supervision.
• Ensure that staffing levels are adequate to meet 24-hour/7-day coverage levels.
• Work with other service center managers to identify new service capabilities, improve existing service delivery and standardize customer experience.

Essential skills and experience

• Bachelor's Degree.
• 7 – 10 years' experience in managing complex travel claims and assistance call center operations
• Understanding of travel claims and assistance call center technology and systems
• Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning.
• Outstanding people/customer service skills
• Superior communication skills (listening, speaking, writing).
• Ability to train, develop, lead and inspire a high-functioning team of employees
• Demonstrated leadership and strategic thinking skills
• Effective change management and problem-solving ability
• High degree of flexibility and high tolerance for change
• Computer proficiency (MS Office)

Nonessential skills and experience

• MBA
• International travel claims and assistance call center experience a plus
• Bi-lingual a plus

FLSA: Exempt

Location: Kuala Lumpur, Malaysia