LAC Claims Governance, Compliance and Quality Assurance Manager

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

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.

The Global Claims Quality Assurance, Governance and Training Team supports AIG's global Claims function by monitoring and assessing claims handling and, where necessary, providing recommendations and facilitation of improvement guidance and initiatives. This is supplemented by a claims-specific training function that develops and delivers training across the global claims function. In addition, the team provides regulatory and governance support to maximize compliance with key controls and regulatory requirements.

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

The LAC Claims Governance, Compliance and Quality Assurance Manager will be primarily responsible for executing the Global & Regional Claims Governance and Compliance strategy across Latin America & Caribbean (LAC) including building out a robust Governance Framework to support Global Authorities, Global Claim Handling Policies, and leading efforts on various Global and Regional Claim initiatives.  You will have direct oversight of Claims Compliance activities across LAC acting as the primary liaison between Operational Risk Management (ORM), Enterprise Risk Management (ERM), Internal Audit Group (IAG), Compliance, External Auditors, and the Claims organization.

You will also be responsible for supporting specific activities to ensure the effective delivery of the GQA Claims Audit program for LAC claims.   

This role will report to the Head of Claims, LAC with a matrix report to the INTL Head of Claims Governance and Compliance

Responsibilities:

• Drive a strong control framework and lead Claims Governance & Compliance for LAC Claims working in close collaboration with the Technical Business lines, Operations and Claims Legal.
• Align and strengthen controls for LAC Claims to ensure consistency, implementing effective best practices, focused on identifying shifting & emerging risks, to provide maximum value to the business
• In collaboration with Key Stakeholders and business partners, develop and maintain Global Claim policies, standards, and controls ensuring Claims personnel have knowledge and receive training around AIG policies, standards, and controls.
• Manage and coordinate reviews of Global Claims Authorities, Major Loss Issuance Thresholds, and all other Claims controls.
• In partnership with Key Stakeholders and project leaders, develop Claim Governance framework/guardrails as required to adequately address risk arising from changes in technology or process.
• Monitor existing Claims operational control structure and ensure necessary changes to controls are made based upon audit feedback (self-audits, internal audits, PwC audits).
• Support the management and execution of the QA audit schedule across LAC and the timely and accurate completion of OFRs
• Collaborate with the development of Global Claim Control library/depository.
• Drive a culture and process to enable continuous improvement across claims quality and governance compliance.
• Coordinate with various functions on business improvement programs and key remediation activities.
• Foster working relationships with regulatory bodies and with AIG business groups in furtherance of AIG Compliance efforts. Ensure appropriate support is provided to Legal, Vendor Services, Quality Assurance, and other support groups.
• Tracking of agreed actions plans through to completion, where appropriate this may include escalation of overdue actions and support with or directly follow up reviews or evidence gathering to ensure that the plans have been completed.
• Establish and maintain effective communications/collaboration with all stakeholders (Claims Leadership, Compliance, Underwriting, Actuary etc.) to identify trends and opportunities and to advance business alignment.
• Represent Claims in enterprise forums and projects to ensure global operating excellence and enhanced internal collaboration.
• Collaborate with claim management in the development of meaningful action plans that detail the tasks, resources, and timeframes necessary to improve claim handling
• Proactive involvement in the identification and execution of project activity to enhance the QA, Governance & Training function and to enhance the quality and compliance of AIG’s claims function
• Interact with multiple business partners (Underwriting, Claims, Internal Audit, TPAs, Accounts, Global Legal & Compliance), as required
• Contribute to the team, share ideas, create corrective actions, and identify root causes across claims units
• Stay current within respective field(s) of expertise, jurisdictional changes and relative licensing
• Drive a culture that promotes collaboration, diversity, equity, and inclusion.

What we’re looking for:

The successful candidate will have proven experience in operating within a multi-channel complex organization and a demonstrated ability to both lead and influence at varying levels. In addition, she/he will have a proven track record as an exceptionally effective change agent. The candidate will possess a strong business and process mindset and change leadership skills to unify teams around common goals and drive change. 

Additional requirements include:

• Extensive Compliance, Governance and/or audit, regulatory background. Comprehensive awareness of the Business and Regulatory environment
• Proven claims experience of 5+ years in claims handling, preferably across all lines of business
• Possess a strong understanding of Insurance Claim operations
• Experience in building governance frameworks within a complex organization ideal
• Expertise in Continuous Improvement Methodologies.
• A commercial mindset with a proven track record of making sound decisions backed by data
• Exceptional communication skills including the ability to develop and present clear and concise analysis and recommendations to senior management
• Proven ability to dissect complex business issues, perform research and analysis, and synthesize conclusions into a value-maximizing strategy
• Ability to connect staff both on an individual level and in large groups; capacity to enforce accountability, cultivate entrepreneurship, and learn the strengths and weaknesses to best leverage skills and nurture talent.
• Excellent interpersonal, written and verbal communication and problem resolution skills
• Proficient information systems understanding and skills, to include Microsoft Office programs (Word, Excel, Access, and Power Point) and the internet
• Ability to collect, dissect, and analyze complex data sets to identify root causes/trends, leakage and quantify the cost of non-compliance
• Ability to excel independently and in a team environment
• Strong organizational skills and demonstrated ability to meet deadlines.
• Must be fluent in Spanish and English, Portuguese would be useful but is not a requirement

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.

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 inclusion

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:

CL - Claims

AIG MEXICO SERVICIOS S.A. DE C.V.