Business Analyst

GCMS Platform Support Lead page is loaded## GCMS Platform Support Lead locations:
GA-Atlanta time type:
Full time posted on:
Offre publiée aujourd'huijob requisition :
JR2506382
** Who we are
** American 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.
** What you need to know
** The GCMS Platform Support Lead is a key role responsible to support users of the Global Complaints Management System (GCMS), drive pro-active platform improvements and assure platform stability. The GCMS Platform Support Lead is the primary contact between the business user community and IT and acts as key facilitator in assuring business users’ priorities are met through ongoing platform maintenance and enhancements.
** Responsibilities
* ** Provide leadership for GCMS and integrated reporting tools (Cognos, Power

BI).
* Assist in optimizing 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 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 enhancement for GCMS and related reporting tools.
* Act as 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 sponsor 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
* * The ideal candidate will demonstrate a passion for innovating and leading change.  Beyond that, the successful candidate will have a proven track record as an effective change agent and possess the ability to influence and partner with internal and external stakeholders to deliver on Transformation and Continuous Improvement vision and objectives. The candidate will possess strong business acumen, process and operations orientation, coupled with change-leadership skills to unify teams around common objectives and drive sustainable change.
** Ideal Experience
*** Deep expertise in customer complaint processes, data, controls, and technology, and understanding of best practices around these capabilities. Excited with change and has 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
* Collaborates and influences cross-functionally both internal and external stakeholders, including senior executives, to drive change.
* Metric oriented, with a track record of delivering value add solutions, data driven decision maker who utilizes data to direct 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…