The Complaints Regulatory Reporting Lead is a key analytical role that globally sits at the intersection of complaints operations, business insights, regulatory compliance, and data strategy. This role owns the design and delivery of complaint metric reporting across countries and products – translating complaints data into actionable intelligence that drives operational improvement, regulatory adherence, and management decision making. This is an exciting role that collaborates closely with Complaints, Operations, Claims, Compliance, Technology and senior leadership teams to ensure the organization understands not just what is happening – but why and what to do about it.
Key responsibilities:
Design and maintain complaint metric frameworks that go beyond volume tracking to surface root causes, emerging themes, and systemic process failures.
Produce thematic analysis reports that translate complaint patterns into clear, actionable narratives for management – identifying the underlying drivers of complaint activity and recommending targeted remediation.
Partner with underwriting and claims metric teams to develop trend analyses and early warning indicators that enable proactive rather than reactive management of complaint risk.
Build and maintain reports that measure regulatory compliance performance across jurisdictions, including adherence to resolution timeframes, acknowledgement and notification obligations, and outcome requirements.
Track and report on workforce capacity metrics – resourcing levels, caseloads, and throughput – to support operational planning and identify capacity risks before they affect service quality or compliance.
Maintain internal compliance scorecards aligned to the country-level requirements and prepare ad-hoc data extracts and schedules for various regulatory submissions.
Conduct ongoing data quality analysis to assess the consistency, completeness, and accuracy of complaint data field usage across in-country and product teams.
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Define and enforce data standards and field usage conventions, working with complaint teams to remediation inconsistencies and embed good data hygiene at the point of capture.
Identify data gaps that limit reporting capabilities and partner with Complaint and Technology teams to resolve.
Champion the use and adoption of tools, automation, and dashboard technologies that improve reporting quality, efficiency, accessibility, and timeliness.
Partner with in-country and business teams to harmonize reporting methodologies while accommodating local regulatory requirements.
Qualifications:
Bachelor’s degree in Business, Data Analytics, or related field
7+ years of reporting experience in operations, complaints management, or regulatory compliance within insurance or financial services
Strong understanding of complaints regulatory frameworks across one or more jurisdictions
Demonstrated ability to design reports and dashboards that drive decisions, not just describe activity
Strong data quality and governance instincts, with experience defining field-level standards and remediating inconsistencies as scale.
Excellent analytical skills with the ability to navigate between granular data and executive-level narrative
Clear, confident communicator with experience presenting complex findings to senior management and compliance stakeholders
Proficiency in data visualization and reporting tools – advanced Excel, Cognos, SQL, PowerBI, or similar platforms
For positions based in NJ, the base salary range is $140,000 to $155,000. For positions based in Atlanta, the base salary range is $132,000 to $152,000 and the position is eligible for a bonus in accordance with the terms of the applicable incentive plan. In addition, we’re proud to offer a range of competitive benefits, a summary of which can be viewed here: : 2026 Benefits Overview Your actual compensation will be dependent on your skills, experience, and qualifications.
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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.
Functional Area:
OP - Operations
AIG PC Global Services, Inc.
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