SME Operations Manager
American International Group, Inc.
Milano
17h fa

EMEA SME Operations Lead

Are you interested in becoming part of a dynamic and international Company with a long-lasting legacy and unique industry knowledge?

We are looking for a SME Operations Lead to join the EMEA SME team who is proficient in English plus preferably in one more Continental European language.

The role can be based anywhere within EMEA countries of AIG presence depending on the final candidate’s location.

About the Role

The EMEA SME Operations Lead will be responsible for leading the central SME team’s relationship with the individual operations functions across different EMEA countries.

The role will also require significant project management and governance experience to deploy the new solution across multiple countries across the EMEA region in a release management approach.

This role will also be pivotal in developing operational solutions to support the roll-out of the new SME proposition and the transformation of the current business models and technology into the future state.

The role directly reports to Lucas Scortecci, EMEA SME Central Unit Lead.

As an EMEA SME Operations Lead in AIG your main tasks will be :

Operations Leadership

  • Lead all Operational activity for the SME portfolio, liaising with local Ops Managers, and building up the operational capability to service the new SME offering
  • Coordinate the build the EMEA central contact center capability, shaping and mobilizing an effective team
  • Define the business requirements, activities, policies and procedures for the contact center, e.g. SLAs
  • Establish methods for monitoring performance of the SME capability, including KPIs
  • Support the project team deliver the Day 1 MVP, particularly the digital platform that will enable us to offer our distributors, at new business and renewal, the functionality to submit, quote, bind and issue AIG SME business policies as well as basic FNOL online functionality
  • Drive the design and implementation of innovative operations processes to ensure procedural efficiency between the EMEA Central Division and individual country operating models
  • Country and AIG Operations co-ordination

  • Liaise with different local operations managers and Country SME Leaders to ensure successful implementation and embedding of the new SME offering
  • Oversee the alignment with Ops SCUP / AIG200 program and the global MDM program, setting controls & use of Shared Services
  • Business Operations & Program Management

  • Responsible for analyzing and documenting the major operational SME processes across the region in a central process manual
  • Ability to work within a core program team and to lead future program deployments across countries in the region
  • Expense control

  • Work with the EMEA SME Central Division leadership team to manage all expenses within the budget, continuously working to reduce the expense ratio through constant attention to efficiencies and opportunities to maximize productivity through streamlining of processes
  • Audit and Compliance

  • Demonstrate intimate knowledge of current regulatory issues and appropriate steps required for adherence
  • What we’re looking for :

    AIG strives to be a highly client focused organization, something that should be reflected in your social skills, personal structure and high quality in every output of work performed.

    We are looking for a positive and proactive individual with a great attitude to be part of the collaboration of a team, contributing to its success.

    The successful candidate thrives under the challenge of working in an ambiguous environment. In addition, we are looking for someone with :

  • Minimum University degree
  • Extensive experience in Operations / IT functions of insurance companies (commercial / SME focused is preferred), and evidence of working in a similar position where innovation and process / systems development is required
  • Evidence of effective Program Management and Governance experience
  • Previous experience is managing similar complex cross-border initiatives
  • Project management and analytical qualifications (Lean Six Sigma, PRINCE II)
  • Deep understanding of the processes, systems and roles within commercial product lines and EMEA countries
  • Knowledge of market segmentation, portfolio management, acquisition and multiple distribution systems
  • Ability to understand and advocate a larger AIG perspective relative to Operations processes.
  • Analytical and quantitative skills
  • Process and system skills
  • Strong customer service ethic, with a sound understanding of the business processes
  • Aware of legal and regulatory requirements
  • Strong presentation, prioritization, and time management skills
  • Who we are

    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

    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.

    AIG has a significant portfolio in the SME (Small and Medium Enterprises) segment, being within the leading carriers in specific products and geographies.

    In EMEA, one of our key priorities is to maintain and expand our position, improving distribution partners and clients experiences through offering local market tailored products, excellent service and best-in-class technology.

    We are an Equal Opportunity Employer

    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.

    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.

    To learn more please visit :

    AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities.

    If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to .

    Reasonable accommodations will be determined on a case-by-case basis.

    Functional Area :

    OP - OperationsEstimated Travel Percentage (%) : Up to 25%Relocation Provided : NoAIG Europe S.A.

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