General Manager Atap
6 months ago
**Position Summary**:
Direct all aspects of the international travel assistance and claims center(s), a 24-hour/7-day a week operation. This role will be based in Kuala Lumpur Malaysia within the AIG Travel Asia Pacific operations center and responsible for all APAC country Travel related servicing, except for Japan. Responsibilities also include direct oversight of the AIG Travel Guangzhou, China travel assistance center and provision of medical support for the Okinawa, Japan center.
**Functional Responsibilities**:
Establish working relationships with the AIG Travel teams and local AIG country management teams in Asia to identify the needs of the business
Work with the AIG Travel CAO to establish the strategic goals and objectives of the AIG Travel Asia Pacific operation based on the needs of the business and integration with other AIG Travel operations centers.
Work with the AIG business teams to identify new service opportunities that align to the goals and objectives of AIG Travel Asia Pacific.
Develop an annual budget and periodic financial forecasts that align to the business goals and objectives.
Participate in the role as General Manager as a member of the AIG Travel Asia Pacific Board of Directors. Direct the timing and agenda of the Board meetings. Direct the preparation of all materials required for the board meeting agenda
Hire, train, motivate, develop, evaluate and direct the claims and assistance operations management staff and supervise their daily responsibilities regarding performance, and service level attainment
Establish and implement related policies and procedures to insure proper internal financial and compliance controls.
Ensure that all service center performance and service standards are met.
Identify and implement potential procedural efficiencies throughout the call center and ensure that all staff receives necessary training and supervision.
Ensure that staffing levels are adequate to meet 24-hour/7-day coverage levels.
Work with other service center managers to identify new service capabilities, improve existing service delivery and standardize customer experience.
Essential skills and experience
Bachelor’s Degree.
7 - 10 years’ experience in managing complex travel claims and assistance call center operations
Understanding of travel claims and assistance call center technology and systems
Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning.
Outstanding people/customer service skills
Superior communication skills (listening, speaking, writing).
Ability to train, develop, lead and inspire a high-functioning team of employees
Demonstrated leadership and strategic thinking skills
Effective change management and problem-solving ability
High degree of flexibility and high tolerance for change
Computer proficiency (MS Office)
Nonessential skills and experience
MBA
International travel claims and assistance call center experience a plus
Bi-lingual a plus
**FLSA**: Exempt
**Location**: Kuala Lumpur, Malaysia
We are an Equal Opportunity Employer
American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. 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 such as sexual orientation. 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.
**Functional Area**:
OP - Operations
**Estimated Travel Percentage (%)**: Up to 25%
**Relocation Provided**: No
AIG Travel Assist Malaysia Sdn Bhd
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