Job Description

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 We are an Equal Opportunity Employer American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. 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 such as sexual orientation. 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 profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives. To learn more please visit: AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to . Reasonable accommodations will be determined on a case-by-case basis. Functional Area:OP - OperationsEstimated Travel Percentage (%): Up to 25%Relocation Provided: NoAIG Travel Assist Malaysia Sdn Bhd

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