.Customer Service ManagerWho we areAmerican International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions.These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.We're also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.Get to know the businessGeneral Insurance is a leading provider of insurance products and services for commercial and personal insurance customers.It includes one of the world's most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.The Customer Service Manager function is meant to be a partner to the business segments, offering support, expertise, and partnership.The existing diversity of the business portfolio demands from the Customer Service Manager specialized expertise in the different business areas.The Customer Service Manager team works with the business to support a wide array of products and offerings, through a complex and highly demanding distribution force and network.Customer Service Manager has the responsibility of delivering and materializing the product offer and promise. In the case of Customer Service Manager this opportunity is given in even the most sensible and highly complex situations where the health and well being of our insureds and clients is touched and where we can make a significant difference at that level.About the roleWhat you need to know :The position is responsible for the Claims Contact Center (CC) of México with five departments in charge operating in 24 hours / 7 days a week and a team of 44 FTE s :FNOL General Insurance Day shift (17 FTE s)FNOL General Insurance Night shift (4 FTE s)FNOL Warranty México (13 FTE s)FNOL Warranty Global Day shift (5 FTE s)FNOL Warranty Global Night shift (5 FTE s) *Recent Costa Rica migrationThe position is critical to the goals of Commercial and Personal Lines :In 2023 achieved KPI s above the market with 90% in Service Level and 3% in Abandoned calls.AUTO : Calls Handled 45,950 / Portfolio value 35,224,000 USD in annualized premiums.A&H : Calls Handled 9,320 / Portfolio value 14,086,610 USD in annualized premiums.Key position in successful transition of Warranty Spanish campaigns from Costa Rica to Mexico and the main point of contact with Jeffersonville, USA.In December 2023 was achieved 93% in Service Level and 2% in Abandoned calls with 1,802 Calls Handled.Position performance has a direct impact in recent years on NPS Surveys results from 53% in 2020 to 64% in 2023