Head of Claims Operations LAC

Head of Claims Operations LAC

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

The Head of Claims Operations, LAC (Latin America and Caribbean) will report to the International Head of Claims Operations with a matrix report to the Head of LAC Claims.  The role will have direct management responsibility for the delivery of the claims operations function in the LAC.

You will be responsible for design, management and implementation of claims improvement programs, claims governance & compliance, process optimization and transformation as well as effectively collaborating with global functions to ensure effective TPA management, vendor management, business intelligence, Global Investigation Services (GIS), Global Recovery Service (GRS) and Global Quality Assurance for LAC Claims.

How you will create an impact

• Support LAC Claims in strategic project delivery including Global GI Claims Strategic Initiatives, International projects and IT initiatives ensuring clear prioritization and alignment in LAC.  Manage effective delivery of claims transformation.
• Develop and execute strategic initiatives which improve the claims function within LAC including people, process, governance, automation and other technologies.
• Continuously improve claims processes and ways of working, including working in close collaboration with any shared services partner to ensure seamless customer services delivery and effective process transformation.  Work collaboratively with the leadership team across LAC Claims and Claims IT to identify and implement further opportunity for enhancements to segmentation and our digital capabilities.
• Critical responsibilities include strategic planning and overall leadership/guidance to enhance efficiency, consistency, and quality to improve service, total cost of claim and enhance business engagement.
• Drive a strong control framework and lead Claims Governance & Compliance for LAC Claims working in close collaboration with the Head of LAC Claims and the International Head of Claims Governance & Compliance.  Drive a strong risk management culture in LAC Claims.
• Implement strong first line controls for key risks identified in LAC claims working collaboratively with Enterprise Risk Management (ERM), Operational Risk Management (ORM), Internal Audit Group (IAG) and Compliance to continuously improve. Coordinate and own (where appropriate) risk event mitigation plans and resolution of internal audit action plans across LAC.
• In collaboration with Global Claims Governance & Compliance, develop and maintain LAC Claims policies, standards, and controls ensuring Claims personnel have knowledge and receive training around AIG policies, standards, and controls.
• Establish and maintain appropriate means to monitor and accommodate changes in regulatory environment that impact AIG’s compliance obligations.
• Promote various feedback mechanisms ensuring management has the necessary information needed to manage and improve regulatory performance.
• Provide oversight, direction, and ensure timely and appropriate responses are provided to all regulatory, SOX, and internal audits.
• Foster working relationships with regulatory bodies and with AIG business groups in furtherance of AIG Compliance efforts. Ensure appropriate support is provided to Legal, Vendor Services, Quality Assurance, and other support groups.
• Oversee service delivery using the various tools in place e.g. complaints process, NPS, and identify improvement opportunities working in close collaboration with LAC Claims Leaders.
• Work in close partnership with the Claims Operations functional leads - TPA Management, Vendor Management, Business Intelligence, GIS, GRS and GQA to deliver strong performance and oversight for LAC claims.
• Support effective claims reporting in the LAC including monthly and quarterly business reviews.
• Primary contact for all LAC Claims Operations activity representing claims operations in LAC claims leadership meetings and broader business meetings as appropriate.
• Support ongoing Claims strategic initiatives through programs that foster an environment of continuous improvement.
• Drive a culture that promotes collaboration, diversity, equity, and inclusion.

What you’ll need to succeed

• The successful candidate will have proven experience in delivering claims operational change and a demonstrated ability to communicate and influence at varying levels. The individual will also have a proven track record in governance within the Insurance industry ideally within claims.  In addition, the individual will have a proven track record as an exceptionally effective change agent. The candidate will possess a strong business and process mindset and change leadership skills to unify teams around common goals and drive change. 
• Additional requirements include:
• Experienced people leader with a proven track record of leading transformational change including program management and benefit tracking/reporting.
• Exceptional communication skills including the ability to develop and present clear and concise analysis and recommendations.
• Proven ability to dissect complex business issues, perform research and analysis, and synthesize conclusions into a value-maximizing strategy.
• Ability to connect staff both on an individual level and in large groups; capacity to enforce accountability, cultivate entrepreneurship, and learn the strengths and weaknesses to best leverage skills and nurture talent.
• Experienced in leading project teams through the complete project lifecycle by providing project management leadership, methods and rigor across programs/projects including after-action reviews and continuous improvement.
• Strong Compliance, Governance and/or audit, regulatory background. Comprehensive awareness of the Business and Regulatory environment.
• Experience in building governance frameworks within a complex organization ideal
• Expertise in Continuous Improvement Methodologies.
• Strong background in operational management and process improvement.
• Strong commercial mindset with a proven track record of making sound data-based decisions.
• Ideally knowledge of consumer and commercial claims handling. 
• Fluency in English and Spanish are requirements for the role. Portuguese is a plus.

Ready to take your career to the next level? We would love to hear from you.

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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 belonging

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 our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity 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.  

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