North America Claims Operations Manager - American International Group

Manager – North America Claims Operations

At AIG, we are reimagining the way we help customers to manage risk. Join us as Manager - 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

A critical role designed to partner with North America Claims and supporting functions (Claims IT, Governance, TPA, Vendor Management, etc.) to lead initiatives with diverse scope and addressing complex business problems. It is critical for the Claims Operations Manager to understand the challenges stakeholders experience on an ongoing basis, including their business processes and general work environment.

This role will also focus on process improvements and design targeting operational efficiencies – examining existing processes, identifying improvement opportunities, facilitating process workshops, map processes, document associated details, document business requirements and coordinate change management activities.

• Collaborate with clients and stakeholders to understand business goals, objectives, and pain points.
• Act as a trusted advisor, providing guidance on best practices and process improvement strategies.
• Provide SME support to business and assist in resolving system issues and where appropriate, providing direction to IT as needed to resolve issues in a timely manner.
• Partner with Compliance, Audit, Claims, and IT to provide direction and support for SOX and SOC1 testing findings, questions, etc. as well as the remediation of system-related audit findings and improvement opportunities.
• Analyze/assess current business processes, identify bottlenecks, redundancies, opportunities for streamlining, automation, and/or optimization.
• Document cross-functional business process mapping and business requirements.
• Conduct necessary data analytics to qualify and quantify benefit opportunities; Post process change implementation track, measure and report process performance and efficiency.
• Develop and present actionable recommendations to enhance process efficiency and effectiveness.
• Identify and communicate risks & issues, and propose risk mitigation options, considering business implications.
• Support in data mapping and system/data integration opportunities.
• Assist in designing change management plans to ensure successful implementation of process improvements.
• Support and direct system enhancements that improve business processes, support business objectives, improve services, and reduce operational costs.
• Provide project coordination support for projects and initiatives intended to modernize the IT environment and reduce IT costs.
• Support in developing and maintain end user quick reference guides and training material.

What you’ll need to succeed

• Preferred candidate has 8+ years of insurance experience, preferably in one or more of the following areas: process engineering, data analysis, Claims Operations, and TPA Operations. Additionally, experience with Compliance, Risk and Controls, and Project Management would be beneficial.
• Ability to understand and communicate business requirements, as well as understand and assess current and future state.
• Process optimization experience - ability to optimize efficiencies and effectiveness of processes.
• Strong skills in data acquisitions and analytics.  SQL skills are a huge plus.
• Strong workshop facilitation and process mapping experience.
• Strong written and verbal communication skills including strong capabilities to communicate technical topics to non-technical audiences.
• Creative problem solver with excellent analytical and interpretive skills.
• Excellent organizational skills.
• Willingness to take ownership of initiatives and perform in a fast-paced environment working on multiple projects simultaneously while delivering timely & measurable results.
• Strong IT systems experience, including requirements building.
• Experience with SharePoint and Rally is beneficial.
• Detail-oriented with demonstrated ability to self-direct, prioritize work, and meet deadlines.
• Process driven, forward thinker with a proven track record of delivering results.

#LI-NH1 #claimsoperations

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

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.  

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

AIG Claims, Inc.