AIG · 19 hours ago
Regional Multinational Service Delivery Manager - Latin America and the Caribbean (LAC)
FL-Miami
Full-time
Onsite
Senior Level
5+ years expAIG is a leading global insurance organization, and they are seeking a Regional Multinational Service Delivery Manager to implement the Multinational Business Model and enhance service delivery across the Latin America and Caribbean region. The role involves coordinating servicing efforts, driving continuous improvement, and developing strategies to meet client needs and expectations.
FinanceBankingProperty & Casualty InsuranceFinancial ServicesInsurance
Responsibilities
Promote a customer-focused environment. Ensure all regional Producing Office (PO), Issuing Office (IO) and network partners (NP) service expectations and Service Level Agreement (SLA’s) are met or exceeded in accordance with mandated processes and operating procedures
Drive AIG Network Integration (IO/PO/Network Partners (NP)) within broader AIG Network Optimization strategy. Evaluate regional service delivery resources according to capacity requirements
Drive continuous improvement across the region in partnership with the AIG LAC & MN Operations colleagues. Solicit feedback from management and staff and socialize ideas. Evaluate recommended changes and implement new procedures to improve the region’s operations
Support the Head of MN to transition the MN team to a more strategic and external team by developing the local frameworks to operate with complete focus on service excellence and total adoption / usage of MN platforms such as Power BI, Qlickview, etc
Actively engage and participate in country, regional and global multinational initiatives
Resolve service delivery issues by engaging with other parties within the AIG network as required
Evaluate and recommend changes in processing methods and procedures; develop, recommend and implement new processes, procedures and establish control framework
Ensure the LAC Region meet and exceed the standards in terms of quality, customer service, compliance, and timeliness in servicing Multinational Accounts
Drive and support growth strategies such as Fac desk accelerated growth plan (FLAG), Global fronting expansion strategies as well as governance/distribution or contributing to strategies such as the NP’s expansion. Act as liaison of the Fac desk team
Develop a dedicated NP service delivery strategy for 36 NPs, 44 relationships, and 8 IO’s and 4 PO’s – considering a high-level complexity around these territories in terms of reinsurance, regulations, etc
Coordinate and escalate system, operations and Service delivery country issues
Lead System, Operations and Service delivery Multinational initiatives and projects
Track and report efficiency of the Multinational teams; recommend corrective action in response to service delivery issues; ensure complaints from within the AIG network or internal departments and legal inquiries are addressed within established guidelines and protocols
Apply analytics for operational performance measurement, benchmarking and competitive analysis around key areas, to include: Policy Issuance, Rejection Analysis, Booking Analysis, Operating model effectiveness
Maintain strong and effective relationships with key business stakeholders to ensure that MN service delivery meets expectations. Foster close partnership with underwriting, risk management, distribution and claims teams to provide excellent customer focus that understands and meets client’s needs
Partner with relevant MN Training, Quality, Risk & Compliance colleagues to identify, report, review and communicate relevant issues, challenges, risks, opportunities and training needs
Complete special projects as assigned
Ensure continuous velocity of Multinational requests across the Region to directly enhance our ability to deliver a superior experience, improve effectiveness and enhance Multinational workforce efficiency
Qualification
Required
Minimum of 5 years of operational experience in financial services or insurance
Experience in managing a service orientated operational environment (preferably within insurance)
Experience in Commercial – Personal Insurance / Global Fronting, International Business Environment and Insurance Regulation
Proven background in dealing with multinational and Captive Fronting programs at all levels with an intimate knowledge of regulatory, technical, and processing requirements
Must demonstrate a high level of proficiency in the following skills: Leadership, Strategic, Analytical, Customer service, Coaching and staff development, Organization and delegation, Interpersonal, Ability to negotiate and clearly articulate ideas and influence outcomes, Change Management, Process re-engineering, Demonstrate the ability to identify operational improvements and gain technical knowledge / experience to carry out those improvements, Project management
Benefits
Total Rewards Program
Health, wellbeing and financial security
Professional development
Company
AIG
AIG is a global insurance company providing insurance products to support clients in business and in life.
10001+ employees
H1B Sponsorship
AIG has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (4)
2022 (23)
2021 (5)
2020 (13)
Funding
Current Stage
Late StageLeadership Team
Kelly Lafnitzegger
Executive Vice President and Chief Human Resources Officer
Charlie Fry
EVP, Reinsurance Purchasing and Risk Capital Optimization
Recent News
Beinsure - Insurance, Reinsurance, InsurTech Insights
2025-11-26
Business Wire
2025-11-05
Company data provided by crunchbase