VP, Head of Financial Lines Claims - Canada

At AIG, we are reimagining the way we help customers to manage risk. Join us as a VP, Head of Financial Lines Claims - Canada to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Claims

Our Claims team are the proven problem solvers of choice for clients, delivering consistent technical excellence and showcasing our service differentiation to create an unparalleled global claims handling experience. Through a robust stakeholder feedback loop and supported by consistent processes and leadership, we take pride in delivering responsive, fair and professional service with empathy and efficiency.

Role Description

The Head of Financial Lines Claims Canada will lead multiple teams of adjusters in Financial Lines Claims, encompassing the following business segments and claim types: Financial Institutions (FI) Professional Liability, Fidelity and Commercial Crime, and Mergers & Acquisitions (M&A), Errors & Omissions, Directors and Officers, Cyber and other transactional risk coverages.   This is a key leadership position that is directly responsible for management oversight of a team that handles claims in all different product lines within financial lines of varying degrees of complexity.  The leader is responsible for driving consistent operational excellence across the team.  This leader is principally responsible for delivering best practice claims handling performance both in terms of optimal claims outcomes and customer service across all teams in the relevant segments, and for the technical and professional development of the entire team.  The role reports to the Head of Claims, Canada.

How you will create an impact

• Ensure comprehensive approach to claims handling with a strong ownership mentality and clear escalation protocols and accountabilities within and among teams
• Directly manage team leaders, and individual performers, to motivate and deliver on Claims excellence imperative
• Drive a culture of continuous improvement and innovation across the organization, with a data-driven approach, consistent management routines and decision-making that is informed by data as well as judgment 
• Work with team and leaders, HR and operations to evaluate and maintain appropriate staffing models, staffing levels, necessary skillsets and compensation structures for the respective teams, with a focus on achieving the company’s long-term objectives
• Ensure appropriate claims segmentation and assignment within and among teams, to ensure that we get “the right claim to the right person”
• Ensure best practice compliance, including the appropriateness of claims payments, adequate reserving, and reduction of claim costs
• Develop, position, market, and deliver superior claims services and capabilities in a manner that effectively leverages AIG’s strengths as a competitive differential in the marketplace
• Use expertise to enhance the client experience, resolve claim issues for clients, and provide support to underwriting and distribution to drive and retain business
• Drive strategic support and value by managing the cost of claims through improved claims handling processes, data usage, innovation, and technology solutions. Accountable for all KPIs, metrics, and review processes
• Establish strong and collaborative relationships with other North American Financial Lines Claims segment heads and Technical Leaders to ensure consistency of message and approach and create mutual understanding of overall parameters and goals to drive effective execution of Financial Lines Claims’ business model
• Provide excellent customer service and instill a similar approach across the teams and their leaders
• Build and maintain strong and effective relationships with key internal and external business partners across Financial Lines to ensure that service delivery meets appropriate standards and expectations; coordinate with Technical Leaders to ensure effective representation of AIG in connection with business outreach and claims issue resolution efforts; key owner of developing and delivering on the claims value proposition
• Execute strategic initiatives and drive performance in accordance with established criteria and performance benchmarks
• Work with the Global Technical teams on various areas, including Major Loss, claims trend data, succession planning, Learning and Development and talent management
• Senior point of contact for claims for internal stakeholders
• Accountable for claims contribution to the combined operation ratio in the context of Indemnity, ALAE and operational expense management
• Lead cross functional collaboration efforts across the business, including ensuring that claims actively support growth and efficiency priorities within the wider business
• Develop tools and strategies, in collaboration with HR, to attract and retain top industry talent and develop high performing teams

What you'll need to succeed

• 10+ years of financial lines insurance claims experience, most product lines.
• 5+ years of experience managing a team of high performing professionals.
• Strong organization and time management skills with an ability to prioritize and meet all deadlines.
• Demonstrated success in leading a claims function in a fast-paced environment, and efficiently and effectively manage deliverables on their assigned caseloads. 
• Proven performance as a team player who can proactively identify trends and risks to assist management and underwriting in evaluating accounts and developing policy language.
• Proficient in Microsoft Office
• Excellent written and verbal communication skills, strong analytical abilities and effective interpersonal and organizational skills. 
• Bilingual in French an asset

Leadership Skills:

• Proven people management and leadership skills.
• Drive a culture that promotes excellence, collaboration, diversity and inclusion
• Proven ability to manage a broad range of stakeholders.
• Highly collaborative approach across functions and geographies.
• Highly effective communicator (written, verbal, presentation, training)
• Ability to deliver strategic directives internally while also marketing AIG claims expertise externally.

Technical Skills and Expertise:

• Proven ability and experience of building and managing high performing teams
• Experience of working in a highly regulated environment including ownership of internal control framework
• Track record or demonstrated potential ability to identify/attract and develop talent
• Demonstrates an excellent grasp of trends and developments of claims, ability to identify trends and loss causes
• Ability to work with actuaries and underwriters on trends and loss identification
• Identifies opportunities to improve process and efficiency and ability to execute on transformation projects
• Established strong relationships with customers and intermediaries
• Demonstrated business acumen and skills

Core Competencies:

• Building high performing teams
• Strong proven leadership skills
• Strong stakeholder management
• Deep knowledge and practical application of Financial Lines claim environment
• Strong service focused culture
• Ability to identify and develop talent
• Strong presentation skills
• Problem solving abilities

Ready to step up to new challenges? We would love to hear from you.

#LI-AIG #ClaimsProfessionals #ClaimsCanada #CanadianInsuranceJobs

AIG Canada is proud to be named one of Greater Toronto's Top Employers for the seventh year in a row. This award demonstrates AIG’s commitment to outstanding human resources initiatives and fostering a forward-thinking workplace.

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 [email protected].  

Functional Area:

CL - Claims

AIG Insurance Company of Canada