Senior Analyst - Operations Planning & Analysis

Join us as a Senior Analyst – Operations Planning & Analysis to take your career to the next level with a global market leader.

How you will create an impact

This is a newly created role where you will provide advanced workforce planning and business analysis for a leading international insurance organisation, enabling strategic alignment between business needs and operational capabilities, while driving operational excellence.

This is an exciting and challenging role where you will solve problems, work with senior leaders and stakeholders across the globe, and make a real impact.

Some of the key responsibilities include:

• Develop and maintain robust capacity models to forecast staffing requirements and inform resourcing strategies and plans.

• Conduct in-depth productivity analysis, identifying trends and opportunities for operational efficiency improvements.

• Utilize historical or external data and predictive analytics to create accurate and reliable work volume forecasts across business units and regions.

• Estimate future staffing needs by translating work volume forecasts and business demands into hiring and resource allocation plans.

• Validate the workforce impact and return on investment for new business cases and strategic initiatives.

• Analyse and model work backlog burndown rates to identify risks and recommend staffing interventions to manage workloads.

• Conduct service level performance analysis, performing root cause investigation on variances and proposing corrective actions.

• Analyse the workforce implications and ROI of technology and process investments, providing data-driven recommendations.

• Prepare and deliver executive-level analysis materials and presentations that summarize key insights and influence strategic decision-making.

• Analyse business performance from a multitude of angles—including financial, operational, and customer impact to provide holistic workforce insights.

• Conduct specialized performance analysis for contact centres, focusing on key metrics like handling times, occupancy, and service levels.

• Collaborate with key stakeholders, including operations, finance, and human resources, to ensure alignment on workforce plans and strategies.

• Proactively identify and communicate emerging trends and risks related to workforce capacity and performance.

• Manage and report on key workforce metrics, using dashboards and automated reports to track performance against targets.

• Champion continuous improvement in workforce planning processes and analytical methodologies, ensuring accuracy and relevance.

What you’ll need to succeed

• Numerical degree

• Proven ability to drive operational efficiency and informed decision-making through rigorous, data-driven analysis

• Operational research background desirable

• Strong analytical skills

• Programming skills in R or Python

• Strong Excel skills

• Strong stakeholder management skills

• Strong PowerPoint skills with the ability to generate slick, professional presentations for senior leaders

#LI-AIG

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

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 believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.  

OP - Operations

AIG Europe (Services) Limited