Claims Operations Manager DACH

Job Title: Claims Operations Manager DACH

This role will be responsible for driving claims process optimization and continuous improvement activities, ensuring robust claims governance and compliance, fostering close IT collaboration, and delivering IT services. The successful candidate will have a proven track record in claims operations, governance, and compliance, with experience in working closely with IT teams on claims system improvements and initiatives.

Key Responsibilities:

• Pursue continuous improvement by challenging current processes and identifying opportunities for improvement, while aligning to broader regional, international, and global priorities.
• Support the delivery of improvement initiatives and project delivery, including global GI claims strategic initiatives, international projects, regional projects, local projects, and IT initiatives, ensuring clear prioritization and alignment.
• Work collaboratively with the leadership team across DACH Claims and Claims IT to identify and implement opportunities for enhancements to segmentation and digital capabilities.
• Develop and manage performance metrics for claims teams in collaboration with DACH Head of Claims, defining operational targets and providing continuous feedback to achieve them.
• Monitor claims team activity to identify trends and opportunities for improvement, including claims initiatives that will improve operational efficiencies, customer journey, or indemnity and expense spend improvement.
• Support effective claims business reporting for DACH and EMEA region, working with Claims Analytics Team to assist with internal reporting and ensuring accurate and timely reports/changes are maintained as required.
• Drive a strong control framework and lead Claims Governance & Compliance for DACH Claims, working in close collaboration with International Head of Claims Governance and Compliance, and implementing strong first-line controls for key risks identified in DACH Claims.
• Drive a strong risk management culture in DACH Claims, coordinating and owning (where appropriate) risk event mitigation plans and resolution of internal audit action plans for DACH Claims.
• Coordinate (where required) and perform governance oversight over key claims compliance requirements and controls, escalating to senior management where required.
• Create reporting frameworks for key controls and report performance to stakeholders and distribute locally/regionally for review and analysis.
• In collaboration with International Head of Claims Governance and Compliance, develop and maintain DACH Claims policies, standards, and controls, ensuring Claims personnel have knowledge and receive training around AIG policies, standards, and controls.
• Establish and maintain appropriate means to monitor and accommodate changes in regulatory environments that impact AIG's compliance obligations.
• Promote various feedback mechanisms to ensure management has the necessary information needed to manage and improve performance.
• Coordinate and ensure timely and appropriate responses are provided to all regulatory, SOX, internal, external, and global quality assurance.
• Work with DACH Head of Claims and leadership team across DACH Claims to ensure that all claim employees with a reserving/settlement/payment have a Letter of Authority (LoA), system authorities are aligned to LoA, and have a complete understanding of conditions contained in the LoA and its annexes.
• Work in close partnership with the Claims Operations functional leads – TPA Governance Management, Vendor Management, Claims Analytics, Data Team, Fraud & Recovery Team, and Global Quality Assurance Team to deliver strong performance and oversight for DACH claims.
• Provide day-to-day operational support for DACH and EMEA Claims Team as agreed with EMEA Head of Claims Operations.
• Drive a culture that promotes collaboration, diversity, equity, and inclusion.

Key Qualifications:

The successful candidate will have worked on a senior role within the insurance industry, ideally within the Claims function, and have experience in working closely with IT/Technology Teams on claims system improvements/initiatives. They will have a proven track record as an exceptionally effective change agent and ability to identify and drive initiatives on their own. 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:

• Compliance, Governance, and/or audit, regulatory background is preferred but not mandatory.
• Comprehensive awareness of the Business and Regulatory environment.
• Experience in building governance frameworks within a complex organization ideal.
• Strong background in operational management and process improvement.
• Expertise in Continuous Improvement Methodologies.
• Highly motivated and ability to work under own initiative and as part of a team.
• Strong commercial mindset with a proven track record of making sound decisions backed by data.
• Ideally experienced in leading client-facing teams with a service delivery mindset with knowledge of consumer and commercial claims handling.
• Exceptional communication skills, including the ability to develop and present clear and concise analysis and recommendations.
• 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.

Why AIG is the Best Choice:

We offer a variety of tasks in a digital and international environment with flexible working hours and smart working. We work in flat hierarchies with real creative freedom. Teamwork is our top priority. Regular Diversity & Inclusion events and bicycle leasing round off our working environment. Additional benefits such as 30 days' vacation per year, days off on December 24 and 31, a company pension scheme, and capital-forming benefits are a matter of course for us.

Have we aroused your interest? Then we look forward to receiving your detailed CV.

Your contact person:

AIG Europe S.A. – Human Resources

Frau Hanna Gamper

Neue Mainzer Straße 46-50

60311 Frankfurt am Main

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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.

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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.

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Functional Area:

CL - ClaimsEstimated Travel Percentage (%): Up to 25%Relocation Provided: NoAIG Europe S.A. (Germany branch)

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