Complex Claim Team Leader

Purpose of the role:    To provide oversight and support to team of Adjusters / Senior Adjusters in the complex unit.  To drive best practice claims handling performance both in terms of optimal claims outcomes and customer service, and the technical and professional development of their team. To become the primary escalation point within the complex group for claims decision and claims adjudication. Accountabilities for the role:

• Managing key claims handling enquiry; coverage determination, quantum analysis and legal liability assessment, where appropriate for high value complex claims
• Providing primary technical referral point for team members and manage performance
• Ensuring Complex ‘Best Practice’ is maintained within their Complex team
• Driving performance through required criteria
• Delivering technical training to colleagues and external contacts as appropriate
• Guarantee agreed SLAs are either met or exceeded
• Effective resolution of Complex level claims handled by team adjusters
• Ensure accurate and consistent reserving and financial control of claims in Complex team
• Mitigation of indemnity and expense spend for Complex claims within their team
• Performance manage the team to maximize best practice compliance and minimize lost economic opportunity within Complex claims segment
• Assisting in continuous improvement across the region through support for the Quality Assurance / Regional Audit processes
• Do case file reviews in accordance with established policies and procedures
• Personal Development / Succession Planning for individuals within the Complex team
• Managing compliance with governance standards and regulatory requirements within the Complex team
• Supporting the unit manager to provide proactive and effective communication to all relevant stakeholders and claimants is delivered whether verbally, electronically or via accurate MI on a frequent basis
• Accurate and consistent policy interpretation

Experience & Qualifications Required:

• Strong customer service focus
• 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 in written and verbal English. Proficiency in other languages is desired
• 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 and implementation of the corresponding corrective actions
• Fully developed specialist knowledge in (LOB) technical claims topics (as listed over page)
• Policy language skills enabling accurate and consistent policy wording interpretation
• A strong knowledge of legal / regulatory and litigation / procedural  requirements
  Experience in conducting technical claims audits and effectively following up on findings

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 [email protected].  

Functional Area:

CL - Claims

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

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