Non-Complex Business CPS Manager

Non-Complex Business CPS Manager

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.

About the role

What you need to know:

- This role leads the issuance of non-complex business through efficient, standardized, and increasingly automated processes. The position owns end-to-end issuance workflows, combining internal teams, BPO partners, and digital tools to deliver strong service levels, low cost per policy, and an excellent agent experience. A key focus is identifying and implementing automation opportunities and working closely with the Complex Business team to digitize and automate their repetitive and low-value processes.

What You Need to Know

• This is a high-impact operational leadership role with strong exposure to digital transformation.
• You will manage both internal teams and BPO partners.
• You will own end-to-end issuance processes, not just daily operations.
• You will work closely with IT, Product, Sales, and Non-Complex Underwriting teams.
• Success is measured through SLAs, productivity, automation rate, quality, and cost efficiency.
• The role requires balancing speed, quality, cost, and experience.
• You are expected to actively drive change, not just run the current operation.

What we’re looking for:

Behavioral competencies:

• Communication skills: communicating and receiving information clearly.
• Customer Orientation: Ability to anticipate customer needs (internal and external), address them, and constantly seek new ways to exceed customer expectations to enhance business value.
• Adaptability: Ability to adapt and work in the face of new situations, individuals, and groups.
• Results-Driven: Focused on achieving measurable outcomes in efficiency, quality, cost, and service levels.
• Process-Oriented: Thinks in end-to-end workflows and constantly looks for ways to simplify and standardize.
• Change Leader: Comfortable driving transformation, automation, and new ways of working.
• Collaborative: Builds strong relationships across Operations, IT, Product, Sales, and Complex Underwriting.
• Customer-Centric: Always considers the impact on agents and clients when making decisions.
• Analytical: Uses data and KPIs to diagnose problems and prioritize actions.
• Resilient: Performs well in high-volume, high-pressure operational environments.
• Ownership Mindset: Takes full accountability for results, not just activities.

Functional competencies:

• Issuance Operations Management: Ability to manage high-volume issuance operations for non-complex business, ensuring SLA, quality, and productivity.
• Process Design & Optimization: Skilled in mapping, standardizing, and improving end-to-end processes using BPM, Lean, or similar methodologies.
• Automation & STP Implementation: Experience identifying automation opportunities and implementing STP, workflows, and rules engines.
• BPO Management: Strong capability to select, onboard, govern, and optimize outsourced operations through SLAs and KPIs.
• KPI & Performance Management:  Expertise in defining, tracking, and acting on operational metrics (SLA, TAT, cost, automation rate).
• Cross-Functional Delivery: Ability to work with IT, Product, Sales, and Underwriting to deliver operational and digital initiatives.
• Change & Transition Management: Experience leading operational transitions, new models, and transformation programs.
• Cost & Capacity Management: Skilled in workload planning, productivity analysis, and cost optimization.

A look at our benefits

At AIG, we have a 100-year legacy of working to make the world a better place.  And that begins with our employees. We’re proud to offer a range of employee benefits and resources that help you protect what matters most – your health care, savings, financial protection, and wellbeing. We provide a variety of leaves for personal, health, family, and military needs. For example, the “Giving Back” program allows you to take up to 16 hours a year to volunteer in your community.

We also believe in fostering our employees’ development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a tuition reimbursement program for eligible employees to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. 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. 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.

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 SEGUROS MEXICO S.A. DE C.V.