Head of Personal Insurance Claims, LAC

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

The LAC Head of Personal Insurance Claims is a leadership position responsible for the proactive management of all aspects of the LAC Personal Insurance Claims propositions. The role serves as the technical referral point for LAC Personal Insurance Claims team members as well as collaboration with Country Claim leaders, LAC Personal Insurance underwriting business leaders & stakeholders to deliver a consistent, efficient and customer centric claim proposition. Reporting directly and indirectly to the LAC Head of LAC Personal Insurance Claims will be the Country Personal Insurance – A&H, Personal Lines (NonAuto) & Warranty - claims teams. 

Key Responsibilities include:

• Provide strong technical Personal Insurance claim leadership across LAC Personal Insurance Claims  aimed at ensuring the best possible loss outcomes through Total Cost of Claim management and initiatives
• Lead the team of all LAC Personal Insurance adjusters/analysts across the LAC region, being an operation of circa (40+) employees
• Act as the LAC Personal Insurance Claims coordinator for large claims, authorizing reserves and payments within granted authority up to $TBC and referring over authority claim decisions to appropriate Senior Claim leadership
• Delegate, in accordance with Authority Matrix, reserving, payment and settlement authority to LAC Personal Insurance team members in conjunction with Global PI Claim Leadership, Regional & Country Claim management
• Work closely with the GI Claims Leadership, Global, International, Regional and Country Claim Executives, and Country Claim managers to ensure appropriate resource levels & skill sets to support all LAC Personal Insurance claim portfolios
• Responsible for timely and accurate reporting of LAC Personal Insurance major claim exposures including CAT Losses.
• Review and implement corrective actions for continuous LAC Personal Insurance Claims operational improvement identified through claim / business operational metrics in the MBR / QBR processes in conjunction with country / regional claim leaders.
• Establish and maintain strong relationships with LAC Personal Insurance underwriting, actuaries, finance, and other stakeholders
• Develop and maintain relationships with Global & International Personal Insurance Claims Leaders, Regional, and local Personal Insurance customers, brokers & partners
• Partner with regional/global business teams to support new business partnerships/tenders by participating in client meetings, presentations/tenders highlighting Claims advantages and differentiators
• Consistently review existing best practice guidelines and claim adjustment procedures in conjunction with the Global Personal Insurance Claim Leaders & upgrade as needed to be the best in practice in LAC Personal Insurance.
• Maintain superior LAC Personal Insurance claim team skills by supporting / providing technical training /guidance keeping claim staff current with industry customs & practice and recruiting superior LAC Personal Insurance claims talent
• Responsible to identify and report LAC Personal Insurance claims trends, lessons learned/provide feedback & risk management opportunities and to share with relevant LAC Personal Insurance  stakeholders (underwriting, actuarial, finance, risk management)
• Promote and drive a proactive customer claim experience leveraging Fast Track and complex technical claim processes within LAC Personal Insurance claims teams / operations
• Work with the Claims Operations team to create and advance Digital channels & services for claims handing, exploring opportunities with key business partners.
• Enable and facilitate LAC Personal Insurance team compliance with all appropriate governmental regulatory and AIG Corporate claims governance guidelines

Leadership Skills

• Proven leadership and personnel management skills.
• Demonstrated ability to manage a broad range of stakeholders.
• Highly collaborative approach across functions and geographies.
• Ability to manage and influence in a matrix structure Globally.

Technical Skills and Expertise

• Deep understanding of all LAC Personal Insurance products claims lifecycle
• Strong technical LAC Personal Insurance claims capability to manage and oversee AIG’s LAC Personal Insurance Claims portfolio
• Demonstrate an established & proven reputation in LAC Personal Insurance claims management
• Ability to manage / adhere to GOE budget and minimize the total cost of LAC Personal Insurance claims in indemnity & expense
• Identify, develop and implement process improvement and efficiency opportunities
• Existing strong relationships with LAC Personal Insurance stakeholders, customers and brokers / producers

Other Skills and Expertise

• Transformation mindset: Proven track record in improvement, digital and automation solutions, driving and managing change
• Strong ability to build, lead and influence cross-functional teams and stakeholders
• Experience in Agile, Lean or similar project management frameworks to support delivery for change projects
• Ability to work in a fast-paced & matrix environment

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.

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.

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

Functional Area: