Head of Claims TPA Governance - North America

AIG - Atlanta, GA

Full-time - Senior

Atlanta, GA

Insurance Carriers and Related Activities

About the position

The Head of Claims TPA Governance - North America at AIG is responsible for leading the North America team to ensure that all Third Party Administrators (TPAs) provide high-quality claims management. This role focuses on adherence to AIG's Claim Service Agreement and Claim Handling Guidelines, while identifying and mitigating risks associated with TPAs. The position requires strong leadership, stakeholder engagement, and a deep understanding of claims operations to drive compliance and performance across various business units.

Responsibilities

• Lead the TPA Governance team to ensure compliance with AIG's Global Third Party Risk Management Policy and Standards.
• Oversee governance and management of all North America TPAs.
• Collaborate with Underwriting and Program Managers to secure renewals and new business opportunities.
• Drive due diligence requirements for TPA onboarding, including onsite competency evaluations.
• Partner with Legal to ensure contracts are established for all North America TPAs.
• Serve as an escalation point for issue resolution that risks the AIG customer/client experience related to TPAs.
• Manage client File Transfers between TPAs and AIG.
• Educate TPAs on AIG claims procedures and expectations.
• Track and evaluate TPA performance through audits and key performance metrics.
• Oversee remediation activities for poor TPA performance.
• Develop materials and lead the NA TPA Steering Committee, managing communications with stakeholders.
• Maintain relationships with AIG's strategic TPAs.
• Ensure timely responses to internal/external audits.

Requirements

• 10+ years of experience in Claims Team Leadership/Management/Technical Claims Handling.
• Bachelor's degree preferred.
• Strong claims and operational background in the insurance industry.
• Proven record of providing outstanding claim service and customer experience.
• Excellent verbal and written communication skills with strong influencing abilities.
• Experience in conflict resolution and negotiation.
• Analytical skills with the ability to find answers and market data as needed.
• Results-oriented and able to work well under pressure.
• Excellent organizational skills and flexibility in managing multiple projects.
• Professional attitude with a focus on teamwork and development.
• Demonstrated leadership skills to manage and drive solutions.
• Ability to self-start and meet deadlines consistently.
• Proven problem-solving skills and capability to implement solutions.
• Background in relationship/partnership/account management is a plus.
• Proficiency with MS Office software, especially Excel and PowerPoint.

Nice-to-haves

• Experience leading and influencing others through change and increasing responsibilities.

Benefits

• Comprehensive benefits package focused on health, wellbeing, and financial security.
• Professional development opportunities.
• Flexible work arrangements.
• Diversity and inclusion learning programs.
• Cultural awareness activities and Employee Resource Groups (ERGs).