Complex Claims Team Leader

Complex Claim Team Leader

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 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.

Claims

Our Claims professionals support AIG policyholders through some of the most trying times. 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; we help them get their businesses back up and running again 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 to drive total cost of claim improvement and consistent outcomes. AIG manages claims using a wealth of technical and market knowledge about risks, business practices, and the ever-evolving legal and regulatory environment.

About the role

**What you need to know**:
**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:
**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

**What we’re looking for**:
Requirement

**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

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide 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. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and pro