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, and fostering close collaboration with IT teams to deliver effective claims services. The successful candidate will have a proven track record in claims operations, governance, and compliance, with experience in working closely with IT teams to improve claims systems and processes.

Key Responsibilities:

• Pursue continuous improvement by challenging current processes and identifying opportunities for improvement, while aligning with 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 regions, working with Claims Analytics Team to assist with internal reporting and ensure accurate and timely reports 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 implement strong first-line controls for key risks identified in DACH Claims, working collaboratively with Risk Officers, Internal Audit Group, and Compliance to continuously improve.
• 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, and escalate 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 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 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 Teams 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 Claims function, and have experience in working closely with IT/Technology Teams on claims system improvements/initiatives, ability to influence at varying levels, i.e., locally and across International geography, and possess good communication skills in German and English. In addition, she/he 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

bewerbungen@aig.com / +49 (0) 69 97113 234

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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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Functional Area:

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

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