Team Lead, Operations Processing

About the role

AIG is seeking a Team Lead for Operations Processing to drive operational excellence across policy servicing and related processes. Reporting to the Head of Operations and the Policy Servicing Operations Manager, you will partner with cross‑functional teams to improve efficiency, support growth, and ensure compliance.

Key responsibilities

• Lead and execute operational improvement initiatives across processes, services, and systems to enhance efficiency and reduce costs.
• Serve as a Subject Matter Expert for policy servicing, providing guidance to internal stakeholders.
• Prepare and analyse operational KPIs, management reports, and performance metrics, recommending actions to improve performance and customer experience.
• Manage the review, update, communication, and governance of Standard Operating Procedures (SOPs) to ensure consistency and compliance.
• Conduct periodic reviews and audits of outsourced service providers and third‑party vendors, managing operational risks.
• Support business projects and strategic initiatives by providing operational expertise and execution support.

Required profile

• 5‑7 years of experience in insurance operations, policy servicing, or underwriting support, preferably in Accident & Health and Motor Insurance.
• Proven experience in operational excellence, process improvement, and project management.
• Strong analytical, problem‑solving and organizational skills with high attention to detail.
• Excellent communication and interpersonal abilities to engage with internal and external stakeholders.
• Proactive, results‑oriented mindset with a strong sense of ownership and accountability.

Required skills

• Microsoft Excel (intermediate to advanced)
• Microsoft Word