Complex Claims Team Leader, Property and Special Risks, New Zealand

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At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complex Claims Team Leader, Property and Special Risks 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 professionals stand beside policyholders during some of their most challenging moments.  When losses occur, whether significant or minor – we step in to reduce the financial impact and help businesses recover and move forward with confidence.  Our claims team is widely recognised as an industry leader, bringing deep expertise and sound judgement to every claim.  Drawing on extensive technical, market and regulatory knowledge, we provide exceptional stewardship that drives consistent outcomes and delivers meaningful total cost of claim improvements.  We manage claims with a clear understanding of risk, business realities, and an ever evolving legal and regulatory landscape.

How you will create an impact

Reporting to the Claims Manager, Property and Special Risks Pacific, this role plays a key part in delivering high-quality claim outcomes and strengthening our service differentiation.  You will lead and develop a team of examiners, fostering a culture of collaboration, accountability and continuous improvement.

Our claims teams are recognised as trusted problem solvers, consistently delivering technical excellence and a client experience that sets us apart in the market. Through effective stakeholder engagement, a strong feedback loop and the application of consistent processes, you will help shape an unparallel claims handling experience that is responsive, empathetic and efficient.

In addition, you will manage a small portfolio of claims, applying a strong technical judgement and problem-solving capability to achieve fair, timely and commercial sound resolutions for our clients. 

Key accountabilities will include but not limited to:

• Provide day-to-day leadership and management of the New Zealand Complex claims team, including coaching, performance management and workload oversight
• Manage a small portfolio of complex claims through the resolution, ensuring timely and high-quality outcomes
• Engage with brokers and clients to effectively manage conflicts and resolve complaints in a professional and constructive manner
• Manage DUA partners to ensure delivery on key performance metrics and allocation of technical referrals.
• Collaborate closely with Underwriters on risk management matters and complex claim issues
• Engage with and oversee the Vendor panel, ensuring strong performance, appropriate utilisation and alignment with agreed service standards.
• Oversight of AIG repair model strategy and effective execution of the same.
• Monitor and review claim quality and service outcomes (through audits and referrals), identifying trends, risks and opportunities for continuous improvement.
• Ensure claims are managed in line with internal policies, regulatory requirements and best practice standards.
• Contribute to continuous improvement initiatives within the team and broader claim’s function
• Undertake additional responsibilities consistent with the expectations of a Team Leader role.

What you’ll need to succeed

• Proven experience handling commercial property or portfolio solutions claims within the intermediate market
• Demonstrated senior examiner capability with a clear desire and readiness to step into a leadership role (prior people leadership experience is preferred but not essential
• Strong technical expertise in property claims with recognised specialist or market leading knowledge
• Advanced policy interpretation skills, enabling accurate, consistent and defensible application of policy wordings
• Experience in negotiation, mediation, arbitration, and effective conflict resolution
• Capability to conduct technical claims audits and proactively follow through hon findings and improvement actions
• A results-driven and customer centric mindset, with the ability to proactively drive claim outcomes and resolve complex issues
• Strong stakeholder awareness with the ability to balance and respond to the needs to internal and external parties.
• An open minded and pragmatic approach when engaging with all claim related stakeholders.

Applicants must have valid rights to work in New Zealand as employer sponsorship is not available for this position.

Ready to take your career to the next level? We would love to hear from you.

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].  

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