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AIG Director - Client Care Center - Retirement Services in Houston, Texas

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.

As the Director – Client Care Center, you will be responsible for driving performance through development and deployment of strategies that are tied to outstanding customer service, adherence to quality standards and performance metrics. This position will provide leadership to the management team and direction for the day to day operations of our Client Care Center. Strategic emphasis on developing a nimble and aligned leadership team to drive continuous improvement. Tactical emphasis is on maximizing Key Performance Indicators (KPIs), customer care, quality assurance, coaching and development. Performance metrics include talk time, after call work, staff utilization, first call resolution, quality assurance scores, customer satisfaction, employee satisfaction and attrition.

Get to know the business

AIG is in the business of helping people achieve a secure and fulfilling retirement. We support our customers in reaching their financial goals, providing them the freedom and peace of mind to enjoy their retirement years. We call this being FutureFIT. This approach helps our customers take control of their financial wellness, helping millions of people plan and save for their goals. With the combined strength and wealth of products of AIG Retirement Services and member companies, you can apply your financial planning skills to make a real difference in the lives of people who need your help.

About the role

What you need to know:

  • Work hand-in-hand with the senior leadership team to develop and execute strategic operative plans

  • Enhance culture of accountability, performance and customer experience

  • Leverage analytics to identify areas of opportunity for growth and improvement and implement processes to see it through

  • Mentor and develop team members using a supportive and collaborative approach: identify outcomes, accountabilities, and priorities, and then monitor and evaluate results

  • Oversee a team of 7-8 Managers, each with a span of control of approx. 16 CSPs

  • Create goals and incentives for Managers in line with those of the organization

  • Actively monitor a variety of contact center metrics and KPI’s, such as SLA levels, ATT, ACW, Quality and Utilization

  • Using Voice of the Customer data, identify and develop initiatives to drive improved customer experiences

  • Partnering with HR, Training, Quality, Business Analyst and Workforce Management on all aspects of the Customer Service Professionals (CSPs) employment cycle – from hiring, to onboarding, to training, and continuous development

  • Lead the continually improvement and execution of Employee Engagement Strategies

  • Develop strategies around managing CSP attrition to acceptable levels

  • Serve as a key contact for service provider strategic partners, conveying proactive subject matter expertise

What we’re looking for:

  • 10+ years contact center or operations management experience, preferably in a highly regulated and KPI driven environment

  • Proven analytical and process improvement skills with a data-driven approach to problem solving and driving results

  • Demonstrated track record of success with change management in a very dynamic environment

  • Exceptional interpersonal skills in a team environment, capable of interacting with clients and internal departments

  • Proficiency with standard Contact Center technologies, including Avaya, Aspect, and Nice

  • Strong proficiency with the Microsoft office suite

  • Bachelor’s degree or equivalent required

  • Travel required approximately 25%

What our employees like most about working for AIG

  • We care about your professional development. Our career progression and tuition reimbursement program will provide you with the opportunity to develop your skills, strengthen your productivity and be eligible to progressively advance to positions with an increased responsibility and increased compensation.

  • Our “Giving Back” policy is at the core of our daily operations and guides our future progress. Don’t believe us? We put our money where our mouth is! AIG, will give you up to 16 hours a year paid time off to volunteer in the community.

  • Our people are our most important asset therefore we provide a generous benefits plan and competitive pay. Benefit package includes:

  • Paid Time Off (AIG recognizes the importance of work life balance). We offer 24 PTO days to start. YES, 24! 9 paid holidays per calendar year.

  • A 401(k) Retirement Plan which will be HARD TO BEAT. Our 401K - $1 for $1 match up to 6% with immediate vesting, plus AIG automatically contributes an additional 3% into your 401K regardless of if you enroll or not.

    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: https://www.aig.com/about-us/diversity-equity-and-inclusion

    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 candidatecare@aig.com . Reasonable accommodations will be determined on a case-by-case basis.

    Functional Area:

OP - Operations

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: Yes

American General Life Insurance Company

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 products 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. AIG common stock is listed on the New York Stock Exchange.

Join our Talent Network (http://www.aig.com/careers/life-at-aig/join-the-talent-network) . Additional information about AIG can be found at www.aig.com | YouTube (http://www.youtube.com/aig) | Twitter (https://twitter.com/AIGinsurance) | LinkedIn (http://www.linkedin.com/company/aig) . These references with additional information about AIG have been provided as a convenience, and the information contained on such websites is not incorporated by reference into this press release..

AIG is the marketing name for the worldwide property-casualty, life and retirement, and general insurance operations of American International Group, Inc. For additional information, please visit our website at www.aig.com. All products and services are written or provided by subsidiaries or affiliates of American International Group, Inc. Products or services may not be available in all countries and jurisdictions, and coverage is subject to underwriting requirements and actual policy language. Non-insurance products and services may be provided by independent third parties. Certain property-casualty coverages may be provided by a surplus lines insurer. Surplus lines insurers do not generally participate in state guaranty funds, and insureds are therefore not protected by such funds.

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