Claims Account Relationship Manager – CARM, EMEA

Role Overview

• To service the needs of AIG’s most strategic major clients and their broker partners with regards to claims issues
• Help to ensure that AIG is seen as the most valued insurer in the major client space
• To manage the claims relationship of a number of assigned major accounts, across the EMEA region
• The CARM will support the client in navigating the AIG claims organisation and acting as their advocate within Claims
• Actively support acquisition of new business, working in conjunction with Client and Broker Engagement and Regional Product leads
• Work with Claims Multinational claims team on the design and implementation of Multinational claims services
• Deliver claims capabilities and services to all assigned clients to assist in the retention of existing business
• Support the Claims functions value proposition work, establishing our ‘Right to Win’ and work with Client Directors on new and cross sell opportunities to designated clients and development clients owning and co-ordinating the claims aspect of this process
• Maintain a close relationship with the EMEA region claims function, representing claims in external client / broker meetings and feeding back client and broker needs, changes and requirements
• Work with and support the EMEA region claims function to develop best practice and identify process improvement opportunities
• Work closely with the claims functions to build a pipeline of claims successes and service metrics that can be provided to other business units in marketing, including identification and submission of appropriate case for potential insurance/service related awards
• Collaborate closely with all other key internal functions, including underwriting, overseas territories, RISO Bermuda (captive loss billings), marketing, Distribution, communications and profit centres to align claims relationships with broader business objectives and to integrate claims within company strategies
• Manage expectations and monitor customer’s satisfaction identifying trends and providing feedback to the Claims Management team and Client Engagement team
• Facilitate resolution of claims issues across all lines of business in a timely manner
• Creating and distributing claims bulletins/protocols across relevant countries and claims teams for designated clients
• Communicate both internally and externally significant claim trends, initiatives, organisation and structural changes and industry, regulatory and legal developments
• Assist in the development and execution of claims education and information events tailored to clients and internal business partners
• Maintain Salesforce for accounts within designated portfolio
• Manage designated projects Claims reviews – co-ordinated/hosted by the CARM
• Data
• facilitate/co-ordinate introduction of Intellirisk to clients/brokers
• Contact point for client/broker data queries

Requirements

• Broad experience in Claims departments
• Multiple language capabilities (Fluent in English is a MUST)
• Ability to develop and maintain relationships across all levels of the organisation and influence key decision making
• Leverage customer and market insight and build the right value proposition and customer experience through NPS, CAB and other research and competitive analysis
• Negotiating skills to conclude problematic claims issues presented by clients and brokers
• Travel around the EMEA region as required
• Presentation and communication skills to promote the claims service to multiple audiences

Benefits

• Health insurance
• Flexible working hours
• Professional development opportunities