Confidential Secretary

This is a budgeted shared role between Claims and the Operations & Customer Office. The renewal of the contract will be on zero-based basis with "as is" remuneration terms. The individual holds multiple portfolios and most are supporting roles for regulatory compliant functions with one such critical functions being Customer Complaints Handling. Not renewing the role without immediately alternative resource supports would mean gaps in many critical operations processes including statutory board facing processes such as key contact person for the Monetary Authority of Singapore ("MAS") and Financial Industry Disputes Resolution Centre ("FIDReC") for complaints and disputes related matters where strict response timeline is enforced by these regulatory parties. Failure to meet the prescribed timeline would expose the company to potential regulatory breaches. Customer Office Responsibilities: - Management of the CEO mailbox and submission of CEO mailbox summary to CEO - Acting as one of the contact points for the Monetary Authority of Singapore ("MAS") on complaints and retrieve the latest circulars coming through MASNET. Ensure timely acknowledgement of complaints coming through MAS and response to such complaints sent to MAS according to complaint handling guidelines. - Ensure complaints are duly followed through till the incident is closed. Prepare draft replies for straightforward complaints for HOD’s review. - Submission of Complaint Dashboard to Compliance - Preparation of Customer Satisfaction Scorecard - Conduct audit of 100% of monthly complaints and 2% of feedback. Follow up with stakeholders to rectify breaches - Preparation of Operational Risk Heatmap and KRI update for RCC Operations Responsibilities: - Handle Bankruptcy Orders received from Official Assignee, CPIB and the Singapore Police Force. InformCollections, CPS, Contact Centre and claims for their follow up actions including tagging policyholders who are bankrupts for “Do Not Market” and exceptional claims handling - Collate Operations Service Review meeting deck Claims Responsibilities: - Weekly Claims update preparation to be submitted to Regional and International Offices. Reports include US$5m movements/potential US$1m movements/Claims and Business alignments highlights and Claims Compliments - Submission of Report for Claims greater than US$50,000 - Recording staff and ex-gratia claims for audit - Collation of Medicare Secondary Payer claims for Home Office reporting - Submission of Loss Projection Report - Submission of data for Home Office Ceded Incurred Loss & Paid Over/Under USD1metting up Claims Town Hall involving preparation of presentation deck - Assist HOD and Team Leads with deck for brokers/clients presentation - Performing back-up for staff claims and iView deletion - Updating Organization Chart and staff list for staff movement - Co-ordinate document requests during internal and external audit - Prepare, update and maintain records of Letters of Authority - Acknowledgement and recording of claims complaints. Follow up till close - Safe-keeping of salvaged items returned for claims settled under Personal Property Insurance - Request and track New Asset requisition eg, mobile phone with accessories, headsets including tracking of reports of faulty equipment up to when replacement is done - Attending to claims enquiries/submission in Salesforce and forwarding to relevant LOB LI-LY1 We are an Equal Opportunity Employer American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - 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. To learn more please visit: - Reasonable accommodations will be determined on a case-by-case basis. Functional Area: CL - Claims Estimated Travel Percentage (%): No Travel Relocation Provided: No AIG Asia Pacific Insurance Pte. Ltd.