Assistant Manager, Contact Center

Job Duties

Responsible for the day-to-day supervision of a team of customer service representatives at a Contact Center that handle customer inquiries via various channels (telephone, e-mail, web etc.)

Provides direction and guidance to the team members and recognizes and recommends areas for improvement

Coordinates work activities to achieve the volume expected to meet operational requirements

Responsible for the adherence of organizational policies and procedures

Responsible for service delivery against agreed SLA’s and Metrics, including reporting requirements

Undertake business projects and initiatives, when required

Stakeholder management across various business functions to ensure campaigns, resourcing, training, partners etc., activities are all aligned

Job Requirements

Bachelor degree with over 3 years’ experience in insurance / financial services industry and / or call center with strong focus on customer service

Proven leadership skills in managing and developing a team of customer service representatives

Possess a growth and transformation mindset with proven track record of driving change and delivering high quality customer service

Strong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and senior management

Good analytical and problem-solving abilities with strong attention to detail

Qualified license of IIQE 1 and 2 is a plus

Proficient in spoken & written English & Chinese, including Putonghua

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

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 inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides 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.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com .

Functional Area : OP - Operations

AIG Insurance Hong Kong Limited