Global Strategic Platforms Customer Support Lead

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.

What you need to know

A Strategic Platform Support Lead is a key role responsible to support users of the Strategic Platform, drive pro-active platform improvements and assure platform stability. The Strategic Platform Support Lead is the primary contact between the business user community and IT and acts as key facilitator in assuring business users priorities are met through ongoing platform maintenance and enhancements.

Responsibilities

• Provide leadership for the Strategic Platform Support 

• Contently optimize business support model for Strategic Platform 

• Act as key contact for business stakeholders

• Drive prioritization of problem fixes and enhancements in alignment with business stakeholders

• Monitor and report on overall Strategic Platform health and trends 

• Work with Technology Support teams (L2/L3) in triaging, prioritizing and designing fixes and enhancement for the Strategic Platform

• Act as key contact person for the Technology teams in day to day activities

• Co-operate with Business and IT leaders to drive enhancements of SCUP Product.

• Understand the key challenges that sponsor and key stakeholders face.

• Work with stakeholders from across the organization (senior and junior) to develop solutions and ideas for identified business challenges. Apply various solution development techniques through facilitated workshops, direct engagement sessions, etc. to transform process, people, organizational design, roles, and technology.

• Lead a team of professionals.  Inspire and motivate the team, as well as peers and the broader organization, establishing a presence as a collaborative and inclusive leader, who engenders organizational trust and alignment.

Qualifications

The ideal candidate will demonstrate a passion for innovating and leading change.  Beyond that, the successful candidate will possess proven experience in scaling multi-channel, complex organizations and a demonstrated ability to lead, build and influence a driven diverse team of professionals. In addition, the candidate will have a proven track record as an effective change agent.  The candidate will possess strong business acumen, process and operations orientation, coupled with change-leadership skills to unify teams around common objectives and drive sustainable change.

Ideal Experience

• 10+ years of general management/operations experience, with deep knowledge and expertise in the Property Casualty insurance industry

• Deep expertise through successful leadership policy admin platform implementations, strong understanding of technology architecture and business impact, design thought leadership, change orientation, and effective communication.

• Demonstrated professional experience utilizing process methodology and practical application of data to drive business improvement

• Experience leading an organization and teams through change, improving efficiency, reducing cost and/or integrating business units or capabilities 

• Experience in developing and operationalizing strategy, including data, technology and infrastructure

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Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesse