Head of D&O, EPL and Fiduciary Claims

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Head of D&O, EPL and Fiduciary Claims to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Claims

Our Claims teams are the proven problem solvers of choice for clients, delivering consistent technical excellence and showcasing our service differentiation to create an unparalleled global claims handling experience. Through a robust stakeholder feedback loop and supported by consistent processes and leadership, we take pride in delivering responsive, fair and professional service with empathy and efficiency.

How you will create an impact

This Head of Financial Lines Claims for D&O, EPL and Fiduciary Liability, North America will lead multiple teams of adjusters in Financial Lines Claims, North America, encompassing the following business segments and claim types: Directors and Officers (D&O) (both public and private/not-for-profit companies), Employment Practices Liability (EPL) and Pension/Fiduciary Liability (PTL).   This is a key leadership position that is directly responsible for management oversight of the leaders of multiple teams and for driving consistent operational excellence across the teams.  The position also shares responsibility for technical oversight, training and development with the Global Technical Head for these lines.  With assistance from the Technical Head, this leader is principally responsible for delivering best practice claims handling performance both in terms of optimal claims outcomes and customer service across all teams in the relevant segments, and for the technical and professional development of the entire team.

• Ensure comprehensive approach to claims handling, with a strong ownership mentality and clear escalation protocols and accountabilities within and among teams

• Directly manage team leaders, and possibly certain key individual performers, to motivate and deliver on Claims excellence imperative

• Drive a culture of continuous improvement and innovation across the organization, with a data-driven approach, consistent management routines and decision-making that is informed by data as well as judgment 

• Work with team and technical leaders, HR and operations to evaluate and maintain appropriate staffing models, staffing levels, necessary skillsets and compensation structures for the respective teams, with a focus on achieving the company’s long-term objectives

• Ensure appropriate claims segmentation and assignment within and among teams, to ensure that we get “the right claim to the right person.”

• Ensure best practice compliance, including the appropriateness of claims payments, adequate reserving, and reduction of claim costs

• Develop, position, market, and deliver superior claims services and capabilities in a manner that effectively leverages AIG’s strengths as a competitive differential in the marketplace;

• Use expertise to enhance the client experience, resolve claim issues for clients, and provide support to underwriting and distribution to drive and retain business;

• Drive strategic support and value by managing the cost of claims through improved claims handling processes, data usage, innovation, and technology solutions. Accountable for all KPIs, metrics, and review processes;

• Establish strong and collaborative relationships with other North American Financial Lines Claims segment heads and Global Technical Leaders to ensure consistency of message and approach  and create mutual understanding of overall parameters and goals to drive effective execution of Financial Lines Claims’ business model

• Provide excellent customer focus that understands and meets client’s needs and instill a similar approach across the teams and their leaders;

• Build and maintain strong and effective relationships with key external business partners across Financial Lines to ensure that service delivery meets appropriate standards and expectations; coordinate with Technical leaders to ensure effective representation of AIG in connection with business outreach and claims issue resolution efforts; key owner of developing and delivering on the claims value proposition

• Execute strategic initiatives and drive performance in accordance with established criteria and performance benchmarks

• Work with the Global Technical teams on various areas, including Major Loss, claims trend data, succession planning, Learning and Development and talent management

• Senior point of contact for claims for internal stakeholders

• Accountable for claims contribution to the combined operation ratio in the context of Indemnity, ALAE and operational expense management

• Lead cross functional collaboration efforts across the business, including ensuring that claims actively support growth and efficiency priorities within the wider business

• Develop tools and strategies, in collaboration with HR, to attract and retain top industry talent and develop high performing teams.

What you will need to succeed

Leadership Skills:

• Proven people management and leadership skills.

• Drive a culture that promotes excellence, collaboration, diversity and inclusion

• Proven ability to manage a broad range of stakeholders.

• Highly collaborative approach across functions and geographies.

• Highly effective communicator (written, verbal, presentation, training)

• Ability to deliver strategic directives internally while also marketing AIG claims expertise externally.

Technical Skills and Expertise:

• Proven ability and experience of building and managing high performing teams

• Experience of working in a highly regulated environment including ownership of internal control framework

• Track record or demonstrated potential ability to identify/attract and develop talent

• Demonstrates an excellent grasp of trends and developments of claims, ability to identify trends and loss causes

• Ability to work with actuaries and underwriters on trends and loss identification

• Identifies opportunities to improve process and efficiency and ability to execute on transformation projects

• Established strong relationships with customers and intermediaries

• Demonstrated business acumen and skills

Core Competencies:

• Building high performing teams

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