Strategic Program Manager

About the role

This role will report into the Global Program Delivery Office and will be aligned with the Personal Lines, Claims & Contact Centers. You will be responsible for working with the Personal Lines and Claims COOs and their operating leadership to develop and operationalize end-to-end process transformation roadmaps. You will be responsible for driving global strategic initiatives while leveraging Project Management, Continuous Improvement, and Operational Excellence methodologies.

We are seeking a driven leader and effective problem solver, one who is energized by the prospect of what "can be" vs. "what is" the current state. An individual who offers recommendations substantiated with data, adopts a Lean and Agile mindset, and can lead the delivery of implementation of such recommendations. Someone who is respected for their deep technical expertise and/or ability to oversee programs and processes, provides inclusive leadership and guidance as it pertains to project planning, execution, status reporting, communication, financial management and issues/risk mitigation.

An individual who is comfortable balancing the needs of multiple stakeholders, making sound decisions using data, analysis, experience, and judgment, along with a risk mindset while ensuring projects are completed on-budget, on-time, benefits realized, and with client satisfaction. Ultimately, an individual who takes ownership for key outcomes. The ideal candidate will thrive in a fast-paced environment where new ideas are encouraged.

Responsibilities:

* Manage projects end-to-end, to deliver business outcomes. Works with the COO's and/or operations leadership to manage business transformation projects and strategies. Projects will include strategy/discovery, preparation/assessment, planning, continuous improvement, gap analysis, process mapping, execution, project management, change management, sustainment, and benefit realization.

* Direct multiple highly complex programs as an individual contributor on high priority strategies that will shape the future of Global Business Operations & IT and the company.

* Design and work with the COOs to implement a Continuous Improvement program as a sustained discipline and practice with Global Business Operations & IT across all locations.

* Act as SME for engagements in the areas of project management, change management/transformations, solution development, and quality assurance.

* Works closely with the project stakeholders and is able to think strategically about how actions and overall program will fit within the overall business needs and priorities.

* Works with other project managers to improve capabilities while managing adherence to business priorities as well as project procedures and standards.

* Prepares and tracks budgets, project plans, and staffing plans.

* Ensure early detection of project issues and risks with early identification of mitigation strategies and stakeholder communication and engagement.

* Adopts Agile project management best practices and maintains project program and financials using AIG's standard system for project tracking.

* Builds, drives, and manages relationships with our senior internal business leaders and ensures their continued alignment, engagement, and achievement of business outcomes.

* Provides project and program status to executive management providing recommendations as needed.

* Engage with key stakeholders including partners and vendors where key delivery areas may be outsourced.

* Coordinates and plans with interdependent teams across Business, Operations, Finance, Human Resources, Legal & Compliance, Technology, and PMO organizations.

* Act as a change agent and a champion leading and driving the change.

* Identify and manage timely and effective resolution of any issues that surface during the handling of all assigned duties. Track and report implementation activity results in a "real time" fashion via internal Implementation databases and reporting tools.

* Conduct lessons learned at the end of each implementation phase for continuous improvement purposes.

* Develop and execute plans to improve customer satisfaction and overall quality.

Qualifications:

* 10+ years of Project delivery experience in Insurance is strongly preferred.

* Proven leader with ability to influence and partner with internal and external stakeholders to deliver on Transformation and Continuous Improvement vision and objectives.

* Lean / Six Sigma & Agile project management certification and experience preferred.

* BA/BS degree preferred; MBA/MS/Professional degree a plus.

* Demonstrated track record of delivering exceptional results, with an ability to speak to process improvements and specific results achieved.

* Strategic thinker with experience and a passion for driving results and a keen ability to identify and implement improvement and transformation opportunities to enhance the customer experience.

* Metrics oriented, with a track record of delivering value-added solutions.

* Excellent…