Consumer Claims and Recovery Manager

Who we are

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 fi nancial 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.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

Our Claims professionals support AIG policyholders through some of the most trying times in their lives. When our clients face losses large and small, we step up to help them ease the financial burdens of catastrophic events like fires and hurricanes, or recoup the value of a lost family heirloom or a prized possession. Our Claims team is an industry leader, drawing daily on its unparalleled levels of expertise to offer our clients the highest levels of stewardship while mitigating unnecessary costs. AIG manages claims using a wealth of knowledge about risks, business practices, and legal and regulatory issues.

About the role

What you need to know:
This role will be responsible for leading Consumer Claims Department, Operations and Recovery side within AIG across Iberia.- Responsible for delegation of Claim Authority/Procedures to Consumer claims handlers in accordance with the Global/International Framework and GQA guidelines.- Contribute to maintenance of best practice procedures for Consumer claims, consistent with Global Best Practice, supporting Major Loss Adjusters locally on claims handling when needed.- Act as PoC with Accenture Team (Shared Services) providing technical support and leading the projects related to Consumer such as IT integrations, Audits, Movement of Processes, Launch of Programs.- Act as PoC Consumer claims for internal stakeholders & functions (e.g., Cluster GM, HR, FP&A, PC management, Travelguard and TPA’s/Vendors).- Closely work with Iberia Claims Head on various areas, including Metrics, Team Performance and Productivity, Claims Trend Data, Succession Planning, Learning and Development and Talent Management.- From claims standpoint represent AIG interests with key customers and brokers developing and delivering the claims value proposition. Attending client meetings and industry functions to support retention and development of client relationships and business.- Strong interaction with Consumer UW’s to support them on the Strategy Growth Plan for A&H, Service Programs and Digital Market, including wording reviews, manual and protocols, communication flows, complaints, fraud and recovery.- Ensure a reputation of Claims excellence and service delivery in the marketplace.- Act as Contract Owner for Consumer TPA’s, supporting operational, technical and quality performance audits, ensuring the onboarding and reassessment of the Third Party Administrators implementing corrective and/ or improving actions where appropriate to include GQA recommendations.- Manage the allocation of claims within their claim team of adjusters- Provide a technical referral point for team members and manage performance,- Keep the (LoB) Senior Manager advised of key Complex / Express loss developments and wider Complex trends.- Execute strategic initiatives within their claims team- Ensure Complex ‘Best Practice’ is maintained within their claims team- Ensure claims are accurately assessed and proactively reserved within agreed service levels- Embed use of balance scorecard/KPIs within team

What we’re looking for:
Leadership Skills:
- Proven people management and leadership skills.- Drive a culture that promotes excellence, collaboration, diversity, and inclusion- People and team management experience, including the proven ability to effectively manage team members- Ability to positively influence, in a multi-cultural environment, stakeholders at every level both internally & externally- Highly effective communicator (written, verbal, presentation, training)- Ability to deliver strategic directives internally while also marketing AIG claims expertise externally.- Broad range of leadership competencies, from direction and pace setting to coaching and effective listening.- Identify and address performance issues within the team- Highly collaborative approach across functions and other line of business

Technical Skills and Expertise:
- Proven ability and experience of building and managing high performing teams- University degree- Fluent in English- Track record or demonstrated potential ability to identify/attract and develop talent- Demonstrates an ex