THIS ROLE REQUIRES 4 DAYS PER WEEK IN OUR CHARLOTTE OR ATLANTA OFFICE.

The GCMS Platform Support Lead is a key role responsible to support users of the Global Complaints Management System (GCMS), drive pro-active platform improvements and assure platform stability. The GCMS Platform Support Lead is the primary contact between the business user community and IT and acts as key facilitator in assuring business users’ priorities are met through ongoing platform maintenance and enhancements.

Responsibilities:

• Provide leadership for GCMS and integrated reporting tools (Cognos, PowerBI).
• Assist in optimizing business support model for GCMS.
• Lead system & data design strategy to support global reporting needs, while supporting country-level regulatory compliance requirements.
• Lead system & data design strategy to support third party service provider access & management of complaints.
• Work with key business leaders and other partners, own the prioritization of feature and capability roadmap to assure best outcomes and investment returns.
• Monitor and report on overall GCMS health and trends.
• Work with Technology Support teams (L2/L3) in triaging, prioritizing and designing fixes and enhancement for GCMS and related reporting tools.
• Act as key contact person for the Technology teams in day-to-day activities.
• Co-operate with Business and IT leaders to drive enhancements.
• Understand the key challenges that sponsor and key stakeholders face.
• Work with stakeholders from across the organization (senior and junior) to develop solutions and ideas for identified business challenges. Apply various solution development techniques through facilitated workshops, direct engagement sessions, etc. to transform process, people, organizational design, roles, and technology.

Qualifications

• 3+ years of experience as a Business Analyst or Product Owner. Insurance experience strongly preferred.
• Knowledge of PowerBI or Cognos required.
• Excited with change and has successful track record in supporting change and transformation opportunities to enhance the customer experience in complex environments. Data driven and oriented, with ability to focus on key elements that drive difference.
• Demonstrated professional experience utilizing process methodology and practical application of data to drive business improvement.
• Metric oriented, with a track record of delivering value add solutions, data driven decision maker who utilizes data to direct decision making.
• Must be proactive in managing issues by anticipating the outcome of the process and ensuring all necessary steps have been taken.
• Proven ability to navigate through an organization to “get things done”.
• Experience working across functional, organizational and business boundaries, ensuring the entire process delivers the desired service level standard.
• Demonstrated excellent problem-solving abilities, in a practical way, to balance between addressing root cause and introducing changes in fast order.
• Ability to analyze data, determine root cause, and provide and/or develop an appropriate solution for resolution.

LI-AIG1

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

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