Head of Operations, North America Accident & Health at AIG

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, Accident & HealthIndustries

Requirements

Experience developing and executing operational strategies across multiple business segments (Corporate, Specialty, Individual)
Ability to design, monitor, and manage operational KPIs for business excellence and efficiency
Expertise in working with IT business partners on systems frameworks, leveraging internal/external capabilities
Skills in managing TPA relationships, including cost negotiation, capabilities assessments, and cost efficiency
Proficiency in reviewing and adjusting processes/procedures for customer/broker service, cost efficiency, and teamwork
Knowledge of payment management processes and handling outstanding payments
Capability to act as IT liaison for operational activities
Experience in project management for new partners, operational enhancements, and new products
Ability to contribute to business strategy execution for growth, profitability, and shareholder value
Skills in creating operational plans managing cost, timescale, quality, and customer experience
Expertise in developing end-to-end processes, procedures, best practices for Client Services, Billing/Collections, Transformation Services, and Shared Services
Proficiency in applying analytics for performance measurement, benchmarking, and competitive analysis
Experience supporting business improvement projects through process reengineering, KPI management, automation, and data integration
Ability to promote customer-focused environments with performance targets balancing service and expenses
Skills in partnering with IT on technology automation and platform strategies
Knowledge of establishing guardrails for Legal, Compliance, Risk, and Audit governance
Experience maintaining business continuity plans and project standards/management structures
Strong relationship-building with stakeholders (underwriting, risk management, distribution, claims)
Ability to develop tools/strategies with HR for attracting/retaining talent and building high-performing teams
Capability to drive culture of collaboration, diversity, and inclusion

Responsibilities

Develop and execute operational strategy for US A&H across 3 business segments, leveraging scale and synergies
Design and monitor operational KPIs per business segment to drive excellence and efficiency
Work with IT Business partner to develop systems framework for US A&H
Manage and develop TPA relationships, including cost negotiation and efficiency
Review and adjust processes/procedures for customer/broker service, cost efficiency, and teamwork
Responsible for payment management and outstanding payments for US A&H
Act as liaison for IT on all US A&H operational activities
Manage projects for new distribution partners, operational enhancements, and new products
Contribute to US A&H strategy execution for growth, profitability, and shareholder value
Direct creation/implementation of operational plan to deliver strategy, managing cost, timescale, quality, customer experience
Develop end-to-end processes, procedures, best practices for key functions (Client Services, Billing/Collections, Transformation/Shared Services)
Establish and measure KPIs to monitor operational success
Apply analytics for operational performance, benchmarking, competitive analysis
Support business improvement projects via continuous improvement programs (reengineering, automation, integration)
Promote customer-focused environment with performance targets balancing service and expenses; leverage enterprise capabilities
Partner with IT on technology automation/platform strategies
Ensure guardrails for Legal, Compliance, Risk, Audit governance
Maintain business continuity plans
Define and maintain project standards and management structure
Build/maintain relationships with key stakeholders; foster partnerships with underwriting, risk, distribution, claims
Develop tools/strategies with HR to attract/retain talent and build high-performing teams
Drive culture of collaboration, diversity, inclusion

Skills

Key technologies and capabilities for this role

Operational StrategyKPI DesignIT LiaisonTPA ManagementProcess ImprovementPayment ManagementProject ManagementCost NegotiationBusiness ExcellenceStakeholder Management

Questions & Answers

Common questions about this position

What is the reporting structure for the Head of Operations role?

The Head of Operations reports directly to the Head of US A&H.

Is this a remote position or does it require office presence?

This information is not specified in the job description.

What are the key responsibilities that highlight required skills for this role?

Key skills include developing operational strategies, designing and monitoring KPIs, managing IT and TPA relationships, process improvement, project management, and applying analytics for performance measurement.

What is the company culture or work environment like for this position?

The role promotes a customer-focused environment, continuous improvement through process reengineering and automation, and operational excellence with emphasis on teamwork, efficiency, and balancing customer service with cost management.

What makes a strong candidate for the Head of Operations position?

Strong candidates will have experience in operational strategy development, KPI management, IT liaison, TPA relationship management, process optimization, project leadership, and driving business growth with a focus on customer experience and efficiency.

AIG

Global insurance provider for individuals and businesses

About AIG

AIG provides a variety of insurance products and services aimed at individuals, families, and businesses. Their offerings include life insurance, retirement planning, and commercial insurance, which help clients manage risk and protect their assets. AIG operates by underwriting insurance policies and managing risk, while also investing the premiums collected to generate income. This company stands out from competitors by not only focusing on traditional insurance but also emphasizing cybersecurity and data protection to keep clients' information safe. AIG's goal is to help clients achieve financial security and peace of mind through comprehensive insurance solutions.

New York City, New YorkHeadquarters

1919Year Founded

IPOCompany Stage

Cybersecurity, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision coverage

Flexible Spending Accounts (FSA)

401(k)

PTO

Commuter Expense Reimbursement Account

Risks

Sale of personal travel business may reduce AIG's market presence in travel insurance.

Expansion in Atlanta could pose financial risks if expected growth does not materialize.

Deconsolidation of Corebridge Financial might lead to loss of synergies and increased costs.

Differentiation

AIG offers a wide range of insurance products globally, serving diverse client needs.

Corebridge Financial, a subsidiary, enhances AIG's offerings in retirement planning and financial futures.

AIG emphasizes cybersecurity and data protection, ensuring clients' information remains secure.

Upsides

AI adoption in underwriting and claims processing enhances efficiency and reduces costs for AIG.

InsurTech partnerships offer AIG opportunities to enhance digital capabilities and drive innovation.

Telematics and usage-based insurance allow AIG to offer personalized and flexible products.

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