Team Lead, Operations Processing

Our Operations team plays a critical role in delivering exceptional service to customers, distribution partners, and internal stakeholders. By ensuring efficient policy servicing and operational excellence across both Consumer and Commercial lines of business, the team supports business growth while maintaining high standards of accuracy, compliance, and customer experience.

This role is responsible for leading the Customer Policy Services function, managing a team of 26 professionals supporting Consumer and Commercial Insurance businesses, including SME, Marine, and Casualty. You will drive operational performance, enhance customer journeys, lead change initiatives, and foster a culture of continuous improvement and service excellence.

• Lead, coach, and develop a high-performing Customer Policy Services team, fostering a culture of accountability, engagement, and continuous learning.

• Oversee the end-to-end policy servicing lifecycle across Consumer and Commercial Insurance businesses, ensuring timely, accurate, and efficient processing while maintaining high service standards.

• Drive team performance through effective management of KPIs, service levels, productivity, quality standards, and operational objectives.

• Identify and implement process improvement, operational excellence, and cost optimization initiatives to enhance efficiency and customer experience.

• Lead and support change management initiatives, including process enhancements, regulatory changes, and system implementations.

• Coordinate resources and operational activities to ensure business objectives are achieved and service commitments are consistently delivered.

• Manage customer and stakeholder escalations, providing effective resolution and implementing corrective actions where necessary.

• Continuously improve customer journeys and operational workflows to support sustainable business growth and service excellence.

• Build strong relationships with internal and external stakeholders, ensuring effective communication and collaboration on policy servicing matters.

• Ensure compliance with company policies, operational procedures, regulatory requirements, risk management standards, and internal controls.

• Bachelor's degree or equivalent professional experience.

• 7+ years of experience in insurance operations, including people leadership and team management responsibilities.

• Proven ability to coach, develop, and lead high-performing teams in a customer-focused environment.

• Strong knowledge of Consumer and Commercial Insurance operations, policy servicing processes, and customer journey management.

• Experience leading operational transformation, process improvement, and change management initiatives.

• Strong analytical, problem-solving, and decision-making skills with a focus on operational excellence and business outcomes.

• Excellent communication, stakeholder management, and influencing skills, with the ability to collaborate across all levels of the organization.

• Strong organizational and prioritization skills, with the ability to manage multiple initiatives in a fast-paced environment.

• Growth mindset with a focus on continuous improvement, productivity, and sustainable business expansion.

• Good command of Thai and English, both written and spoken.

Ready to make a bigger impact?

We look forward to reviewing your application.

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.

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.

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.  

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