Claims Operations Manager, Nordics

Are you interested in being part of the world´s leading insurance organization and join AIG? We are now looking for our new Claims Operations Manager.

The Claims Operations Manager – Nordics (Denmark, Finland, Norway & Sweden) Cluster, will report to the EMEA Head of Claims Operations with a matrix to the Nordics Head of Claims. 

This role will be responsible for claims process optimisation & continuous improvement activities, ensuring robust claims governance & compliance, fostering close IT collaboration & delivery of IT services and effective resolution of ad-hoc system, regulatory and operational issues. This role may also have to coordinate, where required, with TPA Governance Team, Vendor Management Team, Fraud & Recovery Team, Claims Analytics Team, Data Team, and Global Quality Assurance for achieving strategic / operational objectives and goals of General Insurance Claims organisation. 

Key responsibilities for this role include:

• Pursue continuous improvement by challenging current processes and ways of working to identify improvement opportunities whilst aligning to broader regional, International, and global priorities.  
• Support in effectively delivering claims projects, process improvement initiatives and IT initiatives ensuring clear prioritization and alignment.
• Fostering close collaboration with IT to immediately address system issues and identify and implement enhancements to systems and digital capabilities.
• Develop and manage performance metrics for Claims team in collaboration with Nordics Head of Claims, defining operational targets and provide continuous feedback to achieve them.
• Monitor claims team activity to identify trends and opportunities for improvement, including claims initiatives that will improve operational efficiencies, customer journey or indemnity and expense spend improvement.
• Support effective claims business reporting for Nordics and EMEA region.
• Drive a strong control framework and lead Claims Governance & Compliance for Nordics Claims, working in close collaboration with International Head of Claims Governance and Compliance, and implement strong first line controls for key risks identified in Nordics Claims.  
• Coordinate (where required) and perform governance oversight over key claims compliance requirements (Manager OFR review program, Duplicate Claims review, Duplicate Claims Payment review, Suspended / Pending Claims Review, Quarterly Reserve Review etc.) and controls (system – Letter of Authority reconciliation etc.) and escalate to senior management where required. 
• Create reporting framework for key controls and report performance to stakeholders and distributed locally / region for review and analysis.
• In collaboration with International Head of Claims Governance and Compliance, develop and maintain Nordics Claims policies, standards, and controls ensuring claims personnel have knowledge and receive training around AIG policies, standards, and controls
• Coordinate and own (where appropriate) risk event mitigation plans and resolution of internal audit action plans for Nordics Claims.
• Establish and maintain appropriate means to monitor and accommodate changes in regulatory environment that impact AIG’s compliance obligations.
• Coordinate and ensure timely and appropriate responses are provided to all regulatory, SOX, Internal, External and Global Quality Assurance.
• Work with Nordics Head of Claims and leadership team across Nordics Claims to ensure that all claim employees with a reserving/settlement/payment has a Letter of Authority (LoA), system authorities are aligned to LoA and has a complete understanding of conditions contained in the LoA and it’s annexes.
• Provide day to day operational support for Nordics and EMEA Claims Team as agreed with EMEA Head of Claims Operations.
• Drive a culture that promotes collaboration, diversity, equity, and inclusion.

Key Qualifications:

The successful candidate will have worked on a senior role within the insurance industry, ideally within Claims function, and have experience in working closer with IT /Technology Teams on claims system improvements / initiatives, ability to influence at varying levels, i.e., locally and across International geography, and possess good communication skills.  In addition, she/he will have a proven track record as an exceptionally effective change agent and ability to identify and drive initiatives on their own. The candidate will possess a strong business, process mindset, and change leadership skills to unify teams around common goals and drive change. 

Additional requirements include:

• Compliance, Governance and/or audit, regulatory background is preferred but not mandatory.
• Comprehensive awareness of