Job Description

Job Overview

Business Analyst GCMS Platform Support Lead at AIG. THIS ROLE REQUIRES 4 DAYS PER WEEK IN OUR ATLANTA OFFICE.

The GCMS Platform Support Lead is a key role responsible for supporting users of the Global Complaints Management System (GCMS), driving proactive platform improvements and ensuring platform stability. The Lead is the primary contact between the business user community and IT, acting as a key facilitator to ensure business user priorities are met through ongoing platform maintenance and enhancements.

Responsibilities

• Provide leadership for GCMS and integrated reporting tools (Cognos, PowerBI).
• Assist in optimizing the 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 the 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 enhancements for GCMS and related reporting tools.
• Act as the 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 sponsors 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 a 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 and data?driven 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.
• Excellent problem?solving abilities, balanced between addressing root cause and introducing changes in a fast order.
• Ability to analyze data, determine root cause, and provide and/or develop an appropriate solution for resolution.

Equal Opportunity Statement

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 need a reasonable accommodation, please email candidatecare@aig.com.

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