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
**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 streng