Implementation Lead - Operations

About the role

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. Get to know the business (Choose the relevant description) General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world's most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. This role sits at the center of Operations transformation and execution. You will partner directly with the COO and senior leaders to turn strategic priorities into actionable, measurable initiatives that improve scalability, service quality, and cost efficiency. You will lead complex, cross-functional programs that span multiple operational areas (CPS, Collections, Call Center and external partners), ensuring alignment between business needs, technology capabilities, and vendor performance. Success in this role requires strong ownership, structured thinking, and the ability to influence stakeholders at all levels while managing multiple initiatives simultaneously. What You Need to Know Operations is a high-volume, SLA-driven environment where speed, quality, and cost must be balanced daily Projects typically involve multiple stakeholders (Operations, IT, Finance, Vendors, Compliance) Many initiatives include outsourcing/BPO transitions and operating model redesign Executive exposure is frequent; communication must be concise, data-driven, and decision-oriented Delivery expectations are high - this role owns outcomes, not just coordination Change management and stakeholder alignment are as critical as technical execution Impact is measured through tangible operational and financial results

Requirements

• Behavioral competencies:
• Communication skills: communicating and receiving information clearly.
• Customer Orientation: Ability to anticipate customer needs (internal and external), address them, and constantly seek new ways to exceed customer expectations to enhance business value.
• Adaptability: Ability to adapt and work in the face of new situations, individuals, and groups.
• Results-Driven: Focused on achieving measurable outcomes in efficiency, quality, cost, and service levels.
• Process-Oriented: Thinks in end-to-end workflows and constantly looks for ways to simplify and standardize.
• Change Leader: Comfortable driving transformation, automation, and new ways of working.
• Collaborative: Builds strong relationships across Operations, IT, Product, Sales, and Complex Underwriting.
• Customer-Centric: Always considers the impact on agents and clients when making decisions.
• Analytical: Uses data and KPIs to diagnose problems and prioritize actions .
• Resilient: Performs well in high-volume, high-pressure operational environments.
• Ownership Mindset: Takes full accountability for results, not just activities.
• Functional competencies:
• Ownership & Accountability. Takes full responsibility for outcomes, proactively driving initiatives from concept through execution and ensuring commitments are delivered on time and with measurable impact.
• Structured & Analytical Thinking. Breaks down complex problems into clear frameworks, uses data to prioritize decisions, and brings structure and clarity to ambiguous environments.
• Influencing & Stakeholder Management. Builds alignment across functions and levels, effectively influencing without formal authority and navigating competing priorities to achieve shared outcomes.
• Results Orientation. Maintains strong focus on execution and tangible results, balancing speed, quality, and cost while consistently delivering against targets and KPIs.
• Change Leadership & Adaptability. Leads teams through change with resilience and a solutions mindset, adapting quickly to shifting priorities and helping others embrace new ways of working.
• Executive Communication. Communicates clearly, concisely, and with impact; translates complex topics into actionable insights tailored for senior leadership and decision-making forums.
• Collaboration & Team Enablement. Fosters trust-based relationships, promotes cross-functional teamwork, and empowers teams and partners to perform at their best.
• A look at our benefits
• At AIG, we have a 100-year legacy of working to make the world a better place. And that begins with our employees. 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,

Benefits

Additional Information

Non-Complex Business CPS Manager]

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