Job Description

Staff Development SpecialistWho we areAmerican 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.General InsuranceGeneral Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world\xe2\x80\x99s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.About the roleWhat you need to know:

• Assists in identifying training and development needs for Emergency Assistance, Claims and Customer Service personnel
• Responsible for the training of Emergency Assistance, Claims and Customer Service personnel
• in areas of soft skills and instilling service quality mindset
• Conducting New Hire, Refresher and Development Training for Emergency Assistance, Claims and Customer Service personnel
• Responsible for creating and developing material for new hire, refresher, and development training courses
• Reviews, evaluates, and modifies existing programs and makes recommendations for appropriate changes and modifications
• Develop and update training manuals for ongoing coaching and development
• Drives service quality culture and implements the various regional programs
• Measures, tracks, and coaches Assistance Centre employee\xe2\x80\x99s performance through testing, coaching and call monitoring as well as for Claims and Customer Service personnel as and when necessary
• Conducts call and case monitoring to gather trend analysis for employee improvement
• Provides monthly Quality Assurance reports to management team on Assistance Center and Customer Service center performance
• Works with the management team on building Customer Satisfaction Standards
• Develop and maintain KL Sharepoint page
• Rolls out and ensures compliance to service quality programs based on the service quality KPIs
• Conducts regular call reviews, coaching and calibration for all programs
• Driving the process improvement and service recovery process
• Manages and analyzes compliments and complaints including service recovery and ensure such improvements is successfully implemented
• Acts as 1st Level point of contact for Compliance related matters for KL Center
• Supports global initiatives to develop or upgrade SOP and Best Practices for KL center
• Organizes and run Employee Engagement and Motivation campaigns and any other special projects assigned by Manager
• Any ad-hoc tasks assigned by the Manager

We are an Equal Opportunity EmployerIt 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 \xe2\x80\x93 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.Reimagining insurance to make a bigger difference to the worldAmerican International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world\xe2\x80\x99s most far-reaching property casualty networks. It is an exciting time to join us \xe2\x80\x94 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 belongingWe\xe2\x80\x99re committed to creating a culture that truly respects and celebrates each other\xe2\x80\x99s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG\xe2\x80\x99s 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 .Functional Area: OP - OperationsEstimated Travel Percentage (%): Up to 25%Relocation Provided: NoAIG Travel Assist Malaysia Sdn Bhd

AIG