Claims Operations & Performance Manager

Who we are?

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Get to know the business!

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

The Claims function is meant to be a partner to the business segments, offering support, expertise, and partnership. It is through a proper and market leading claims service that all business efforts materialize the continuity of client and broker relationships in the long term. The existing diversity of the business portfolio demands from the claims role specialized expertise in the different business areas. The claims managers heading each line of business work partner with Underwriters and other key stakeholders to support a wide array of products and offerings, through a complex and highly demanding distribution force and network. Claims has the responsibility of delivering and materializing the product offer and promise. A policy is a promise and the handling and resolution of a claim is the moment to fulfill that promise and make a significant difference.

The Claims Operations and Performance Manager supports the head of claims by properly managing the following functions that are designed to monitor the Claims operation, to provide quantitative feedback and to support the development of evalution and development of solutions in an iterative and ongoing cycle of continuous improvement of the Claims operation:

• Compliance: ensuring that the control environment meets the high standards established by the various regulations that govern the Claims role. These various regulations pertain to a wide array of control frameworks ranging from internal best practice guidelines to regulatory requirements.  Properly managing and enhancing this control framework is the basis for empowering the various claims teams.
• Vendor Management: Both local regulation, and internal guidelines establish that all Claims vendors must have a contract. Some of these contracts are subject to a very specific local regulation (REPSE) and require intensive follow up in terms of requirements that must be met. Compliance with this requirement determines whether the usage of such vendors can be registered as tax deductible.
• First notice of loss (FNOL): properly managing this activity which creates capacity within the technical handling teams by absorbing this activity (which is of a low variability in nature) and seeks to find solutions for efficiency and automation.
• Business Analytics: properly managing the exploitation of data to the benefit of better assessing the efficiency of the operation and allowing for better decisions by claims management. Ensuring that the flow of data is adequate by ensuring that adequacy of the source of data.
• Process evaluation and Continuous Improvement: proper assessment of the “as is” status of the operation will eventually lead to determining the correct “target” KPI´s, processes and controls. This analysis will imply the need for improvement projects and initiatives that need to be led and pushed by claims management through the support of this role.

About the role

What you need to know:

• Deep understanding of the insurance industry and the claims process. Understanding of the context and roles of each of the main types of claims vendors (i.e. adjusters, lawyers, consultants, salvage companies, recovery agents, etc.).
• Basic understanding of the claims function and how it relates to the different areas of an insurance company (i.e. UW, operations, audit, sales, etc.)
• Design, understand, and map complex processes; manage apps/tools to present quickly and efficiently these to internal and external stakeholders.
• Good practices to map, manage and audit risks inherent to the documented processes of the claims department.
• Design, understand and create underlying policies and procedures; manage process to accurately describe operational realities into documented policies and procedures.
• Management, enhancement, maintenance, and training of all aspects of the anti-money laundry framework.
• Best practices related to security information and data protection activities.
• Good vendor management practices and local regulatory requirements.
• Quality statistical control tools and principles.
• Industrial Engineering principles in terms of Continuous Improvement, Total Quality Control, Lean Processes, Kaizen, etc.
• Data management software (i.e. Excel) and business intelligence solutions (i.e. Power BI)

How does this knowledge translate into action?

• Partnering with line managers and handlers to map operational processes to assess these from a compliance and risk management perspective. This is a continuous monitoring key in a constantly evolving context (fiscal, regulatory, etc.).
• Once mapped, conduct ongoing preventive assessments, reviews, and analysis to provide constructive feedback to line managers which will ensure a robust operation is in place.
• Being an in-house claims resource with market information regarding key compliance topics like anti-money laundry guidelines, to assess for example how to onboard new complex accounts.
• Supporting the Head of Claims to comply with internal and external local regulation to ensure that a pool of +500 suppliers meet international standards as well as local regulation. Ensure that an appropriate evaluation of the performance of key vendors is effective and timely.
• Effectively managing individuals that perform manual data entries into the claims system (FNOL) in a cost-effective manner and with the appropriate data quality. Ensuring that the usage of human resources is effectively combined with the usage of automation and RPA technology.
• Understand the data structure and system platform. Develop plans to provide analytics to the different stakeholders of the insurance company (within and outside of Claims). Develop plans and solutions to guarantee the accuracy and consistency of the data provided to evaluate the operation and develop action plans.
• Design and lead data driven solutions to address operational problems and deficiencies related to process, human and/or systemic nature. Align these evaluations with the overall value-added initiative of the company. Provide insights and information to management that can be taken to market and allow for AIG to differentiate from its competitors in the insurance market.

What we’re looking for:

• Academic background: Industrial Engineering, Finance, Accounting or Business administration.
• Experience:
  • +5 years in Operations, Process, Auditing and/or Quality Control activities in banking, insurance, or financial service industries.
  • Specialization or experience in Audit related positions is a plus.
  • Understanding and/or participation in compliance activities (i.e. Solvency II, governance committees, etc.) is a plus.
  • Experience in quality control projects is a plus.
  • Exposure to continuous improvement projects like statistical quality control projects or system implementation initiatives.
  • Process mapping.
  • Management of Excel, Power BI, etc.
• Key soft skills of the position: balance between high and stringent controls and ever evolving needs of operational reality.
• Incumbent needs to be a team player that needs to be recognized in the team as effective partner.
• Other key skills are good communication, powerful synthesis, situational leadership.

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 innov