Head of operations health

About the role:

The Head of Operations will report directly to the Head of US A&H and will be responsible for the development and implementation of all operational activities within the US A&H organization, ensuring key metrics are established and performance requirements are met. The Head of Operations will directly assist the US A&H Head in ensuring operational excellence of all US A&H activity.

Responsibilities:

• Develop and execute the operational strategy for US A&H serving all 3 business segments – Corporate, Specialty and Individual – considering individual needs to each segment while leveraging scale and synergy opportunities across businesses

• Design and monitor a set of operational KPI’s per business segments that help drive business excellence and efficiency

• Works with IT Business partner on developing a systems frame of work for US A&H leveraging internal and external capabilities

• Manages and develops (when necessary) the relationship with TPA’s including cost negotiation, capabilities assessments and overall cost efficiency for all segments within US A&H

• Review processes and procedures in place and make necessary adjustments that will lead to excellence in customer and broker service, cost efficiency and better team work

• Responsible for the payment management process and outstanding payments for the totality of US A&H

• Liaison of IT for all US A&H operational activities

• Responsible for the project management of all implementations of :

• • new partners on distribution

  • operational processes enhancement projects

  • new products developed and approved through the Product Development Committee process

• Contributes to the ongoing execution of US A&H strategy in order to deliver growth expectations, profitability, operating targets and maximization of shareholder value

• Directs the creation and implementation of an operational plan to deliver the overall strategy for the business, managing cost, timescale, quality and customer experience

• Develops effective end to end processes, operating procedures, best practices and service delivery requirements for key operational functions to include Client Services, Billing and Collections, Transformation Services, and Shared Services

• Establishes and measures key performance metrics (KPI’s) to monitor operational success against objectives Apply analytics for operational performance measurement, benchmarking and competitive analysis

• Supports ongoing business improvement projects through programs and initiatives to foster an environment of continuous improvement. Demonstrates continuous improvement through process reengineering, KPI management, automation, data/process integration and operating design principles

• Promotes a customer focused environment. Establishes customer experience performance targets which balance best in class customer service with the need to effectively manage controllable expenses. Leverage enterprise capabilities, where appropriate, to optimize operational efficiencies and effectiveness

• Partners with IT on the execution and integration of technology automation and platform strategies to ensure delivery of optimal support to the business

• Ensures that appropriate guardrails are in place for the business. This includes adherence to Legal, Compliance, Risk and Audit’s governance framework

• Maintains business continuity plans

• Defines and maintain project standards, including a project management structure

• Builds and maintain strong and effective relationships with key business stakeholders to ensure that service delivery meets expectations. Fosters close partnership with underwriting, risk management, distribution and claims teams in order to provide excellent customer focus that understands and meets client’s needs

• Develop tools and strategies, in collaboration with HR, to attract and retain top industry talent and develop high performing teams

• Drives a culture that promotes collaboration, diversity and inclusion

What we are looking for:

• 10+ years of operational experience in financial services or insurance

• Strong strategic development, business building, program management, and project execution skills, with proven ability to deliver key projects and programs on time and on budget

• Strong business acumen with a proven track record of making sound judgments backed by strong analytical skills

• Expert experience in scaling organizations

• Ability to apply technology and automation in solving business problems.

• Exceptional communication skills, including ability to develop and present clear and concise analysis and recommendations to senior management

• Skilled leader of change; versatile, client focused, results oriented

• Proven ability to dissect complex business issues, perform research and analysis, and synthesize conclusions into a value-maximizing strategy

• Demonstrated success at managing and leading teams; a team builder with capacity to empower accountability, cultivate entrepreneurship, encourages collaboration and develops organizational capabilities

For positions based in New Jersey, the base salary range is $153,000 to $188,000. For positions based in New York City, the base salary range is $160,000 to $190,000. In addition, the position is eligible for a bonus in accordance with the terms of the applicable incentive plan. In addition, we’re proud to offer a range of competitive benefits, a summary of which can be viewed here: US Benefits Overview.

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At AIG, we value in-person collaboration as a vital part of our culture, which is why we askour team members to be primarily in the office. This approach helps us work togethereffectively and create a supportive, connected environment for our team and clientsalike.

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 [email protected].

Functional Area:

National Union Fire Insurance Company of Pittsburgh, Pa.