Job Information
AIG Customer Relations & Quality Assurance Manager in Brighton, United Kingdom
Join us a Customer Relations & Quality Assurance Manager to take your career to the next level with a global market leader.
Make your mark in Travel
AIG Travel is a global travel insurance business based in Brighton. Millions of leisure and business travers rely on Travel Guard®, AIG Travel’s portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans.
How you will make an impact:
This role will have responsibility for the delivery of Complaints Handling and Quality Assurance. Under the direction of the Head of Risk and Governance, you will also have the occasional requirement to deputise for Data Privacy and Risk Management/Coordination activities. This role will be responsible for the day to day management of a small team; including performance management and objective setting.
Some of the responsibilities include:
Ensuring the team handles all complaints in accordance with internal policy and procedure as well as AIG’s regulatory obligations.
Ensuring that staff keep informed of dispute and redress rules in the UK and in specified international locations.
Ensuring that complaints have adequate sign – off/oversight and peer reviews conducted to ensure quality and consistency.
Ensuring that Root Cause Analysis is carried out with trends reported to management.
Producing MI and reports to management.
Ensuring the delivery of the Quality Assurance framework, including quota setting and reporting.
Identification of trends and deterioration, escalating risks arising from employee or staff processes.
Reporting to management of the Quality Assurance sample, results and commentary corresponding with the reporting period.
Review, log and handle all PRI’s and Customer Requests
Represent Travel in Data Privacy Lead meetings, projects and management reporting meetings.
Review policies and procedures (Travel) to ensure GDPR compliance, liaising with Global DP where necessary
Regular MI for Complaints and Quality Assurance
Regular reporting to management as well as ad-hoc reporting requirements.
Thematic Reviews
Monitor performance of staff to achieve performance standards and conduct performance reviews and appraisals.
What you’ll need to succeed
Experience of managing a complaints or QA team within a financial services firm
Knowledge of coaching and mentoring techniques to be able to develop and support others on a day-to-day basis.
Understanding of operational and conduct risks.
Understanding of Data Privacy.
Excellent written and verbal communication skills
Excellent organisational, planning and problem solving skills
Ability to communicate at different levels and negotiate and adapt to challenging situations
Excellent initiative and experience of implementing new initiatives and managing change
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 celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity 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:
LG - Legal, Regulatory & Gov't Affairs
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
AIG Travel EMEA Limited