Head of North America Claims Operations

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

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 position will act as both an advisor to the Global Claims COO – Technical Services & Execution and a delegate on their behalf.  You will partner closely with the executive and extended leadership team(s) to develop, align, and execute strategic plans across the North America Claims. 

You will be responsible for the day-to-day operational activities and resources in North America. This multifaceted role will engage actively with claims leaders in North America together with stakeholders in the operations and business teams to ensure that operational activity and plans are aligned.

Key accountabilities include:

• Serve as North America Claims Operations leader to ensure effective planning, prioritization, and process improvement opportunities. 
• Support ongoing Claims strategic initiatives through supporting and driving programs and actions that foster an environment of continuous improvement. This would include initiatives within North America Claims and where North America Claims is supporting business or broader (Global) claims activity.
• Promote various feedback mechanisms ensuring management has the necessary information needed to manage and improve claims operational performance.
• Act as thought partner and trusted advisor to the Global Claims COO – Technical Services & Execution on all aspects of strategy.  Establish vision, mission, and partner in all aspects of supporting North America Claims
• Build collaborative relationships with aligned lines of business executive team; assist in the alignment of priorities and acceleration of operations support and optimization
• Collaborate with enabling teams, including Global Claims COEs, Claims Legal, Compliance, IT, and Claims Finance etc., to progress priorities while aligning to Global GI Claims standards
• Provide business oversight of non-technical claims support to critical business activities, including business review, watch list and pipeline report, and real estate.
• Drives a continuous improvement culture by leading short and long-term efforts to improve quality, simplify process, reduce cycle times and expenses.
• Work in close partnership with the Global Claims functions - TPA Management, Vendor Management, Business Intelligence, GIS, GRS and GQA to deliver strong performance and oversight for North America claims.
• Drive a culture that promotes collaboration, diversity, equity, and inclusion.
• Lead, coach, and optimize talent and ensure succession planning.

\What you’ll need to succeed

• BA/BS degree; MBA strongly preferred
• 12+ years’ experience in business planning, strategy, and operations management
• Broad understanding of insurance life cycle and intersections with Claims
• Strong background in operational management and process improvement.
• Strong Compliance, Governance and/or audit, regulatory background. Comprehensive awareness of the Business and Regulatory environment in the North American region
• Expertise in Continuous Improvement Methodologies.
• Experience navigating matrixed organizations and negotiating optimal solutions across cross-functional teams.
• Analytics, strategic and structured thinker with demonstrated ability to deliver
• Proven ability to dissect complex business issues, perform research and analysis, and synthesize conclusions into a value-maximizing strategy.
• Effective communication, presentation, organizational and planning skills
• Willingness to appropriately challenge the status quo.
• 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.

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Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important