Operations Process Director - Warranty HVAC

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 Warranty – HVAC Business unit

AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting. With over 20 years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose AIG.  We deliver flexible and innovative service solutions to our OEM and retail partners, focusing on the HVACR industry. 

About the Process Director role – AIG Warranty

The HVAC Operational Process Director will lead the HVAC Operations Team and responsible for overseeing for the HVAC team to follow while striving to enhance processing efficiencies, along with implementation and management of new processes.  In addition to team management, the primary focus for the position is process optimization.  This role reports to the AVP of Client Operations.

Responsibilities

• Serve as a mentor and coach to the HVAC Operational Process team
• Work with Client Operations AVP and Operational Account Manager to manage and create best practices.
• Develop and execute operational processes related to the growth of new and existing HVAC clients.
• Establish regular cadence for reporting on dealer and account activity.
• Build relationships in the industry, become a trusted advisor.
• Work closely with Operations team to monitor projects and processes to ensure department efficiencies are aligned to remain competitive in complex conditions.
• Translate the needs of internal and external customers into operational plans.
• Ability to develop materials and present in a highly professional manner to executives and key stakeholders, both internal and external.
• Performs other duties as required to support AIG and account growth objectives and strategic initiatives.

Skills/Requirements

• Knowledge of the HVAC and/or Warranty Industry will be heavily favored.
• Ability to work within CRM programs to deliver performance-based reporting
• Action-oriented problem-solver.
• Ability to manage large escalations and to solve complex issues.
• Advanced experience with Microsoft Office products such as Outlook, Word, Excel, Visio, and PowerPoint.
• SQL experience is required.
• Demonstrate commitment to Excellence, Teamwork, Innovation, Initiative, and Can-do Attitude.

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, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We’re committed to creating a culture that truly respects and c