Service Delivery- meet or exceed agreed policy & portfolio performance targets:
Proactively manage renewal portfolios and new placements, providing pre bind assistance and ensuring both AIG’s Producing Offices & Network Partners engage, communicate & collaborate to:
support the renewal and/or new program design process with territory specific technical input, including attendance at pre-renewal and Stewardship meetings if/as appropriate. understand and overcome any obstacles for timely and successful delivery of service and enhanced experience to clients. Promote & support Network Partner engagement with local clients & /or brokers to deliver targeted local client experience and resolve service delivery issues and/or escalations at the earliest opportunity, providing feedback on related experience/learnings for systemic improvement Actively engage and collaborate with the Global Network Partner Operations & Performance Manager, Regional Service Delivery Managers, AIG Producing Offices (underwriters, multinational, distribution, claims, collections, risk and/or other colleagues if/as needed) to resolve service delivery issues in alignment with MN Escalation Protocol, providing feedback on related experience/learnings for systemic improvement Continuously partner with the Global Network Partner Operations & Performance Manager, Regional Service Delivery Managers, Field Operations, AIG Home Office Collections, Claims, Accenture, AIG Producing Office’s (underwriters, multinational, distribution, claims, collections, risk, NP Champion’s and/or other colleagues if/as needed) to drive: improved Network Partner & E2E MN Service metrics reduced rework optimized use of designated tools & technology (incl MN Xchange) enhanced reconciliations, collections & remittance/export of funds
Reinsurance & other partner specific agreements: - work closely with relevant AIG Multinational Legal, Reinsurance, Claims, Operations, Technology etc, act as key point of contact and subject matter expert for negotiation, agreement and documentation of Reinsurance, Service, Delegated Claims Authority, Technology Access, Branding and/or any other Agreements targeted by AIG.
Product Wordings – partner with Global MN Product Leads to localize, agree and maintain AIG approved Network Partner local product capability, wordings and endorsements aligned to AIG Product appetite and underwriting guidelines and AIG Multinational requirements.
Performance Management & Governance – in alignment with global direction, lead coordination, conduct, documentation, and implementation of agreed actions associated with: Performance Management/Improvement: + Integrated Network Service Delivery & Escalation Framework
+ Quarterly Partner Performance Reviews
+ Annual Partner Action Plans
Governance:+ Onboarding (including validated Capabilities Questionnaire) /Offboarding
+ Network Partner Processes
+ Periodic Partner Recertification (including refreshed Capabilities Questionnaire)
+ Risk Event – reporting, investigation, resolution and wider risk remediation/process improvement.
Network Partner Audits – in support of AIG MN Governance, Internal Audit Group, Claims and/or other agreed audit, compliance, quality and/or peer review.
Intelligence & insights(Territorial scans) - including regulatory, competitor and partner evaluation:
Periodic (re)evaluation of local insurance market - demographics, local insurer market share(s)/rankings, regulatory, reinsurance, taxes, charges and/or currency and exportability regulations and/or constraints.
Annual MN competitor proposition and performance review – from NP’s & Brokers Alternative Partner benchmarking and evaluation – leveraging Partner Performance Reviews and market and competitor scans,
Technical & training subject matter expert: Proactively identify upcoming changes in local legislation / regulation in assigned territories, working where necessary with Network Partners to identify solutions, informing the global AIG community as appropriate Assume the role of internal and external technical subject matter expert on Multinational Network Partner fronting arrangements, program structuring, country issues and problem solving across the AIG network. Deliver & participate in multinational network partner training as necessary to: all assigned Network Partners and their staff all areas within AIG network (including key Producing Offices and NP Champions) and where appropriate designated partners.
Relationship management – act as primary point of accountability for territory and partner specific stakeholder mapping, with associated development and promotion of multi layered (operational and senior level) relationships with identified stakeholders across existing Network Partners, Third Party Administrators, Vendors, Regulators and any potential alternative partners if/as appropriate.
Claims – support AIG Claims Organization’s understanding of, and engagement with, assigned Network Partners to: establish Claims engagement, workflow and administration deliver local claims response, reporting and communication in alignment with program level/PO engagement actively engage in escalated claims matters to support resolution facilitate claims related training for Network Partners develop and share best practice
Promotion – of: Partner capabilities across AIG and externally as part of AIG’s Integrated Network and Multinational Value Proposition, including but not limited to: Development of Partner Profiles, Podcasts, Pitches and associated collateral (in alignment & partnership with MN Engagement &/or Marketing) for use by AIG Producing Offices and more broadly in support of AIG Multinational differentiation and growth. Providing Partner &/or Territory specific briefings, presentations, and the like. AIG’s Integrated Network and Multinational Value Proposition is articulated consistently in/across and/or in respect of assigned territories and is an integral part of all communication with our partners & associated stakeholders
Optimization – of the value of network partnerships ( for clients, AIG & partners) across assigned territories, in alignment with relevant regional product & geography appetite and growth strategies and in collaboration with AIG Distribution and other relevant stakeholders. This should include: Opportunity Reviews: to be conducted (i) internally within AIG and then (ii) in specific annual strategic Network Partner opportunity reviews, targeting enhancement of three-way value creation/improvement (Client, AIG & NP) Network Optimization Plans: that are to be prepared per partner and then prioritized across the Network and performance managed as agreed. Language skills & territorial knowledge relevant to assigned territories/portfolio of partners Commercial insurance experience, preferably client servicing (broker or company background) Strong technical knowledge of complex multinational programs, including reinsurance structures, with experience of the multinational environment and processes Client focused with experience working with multinational corporations and dealing with senior client personnel / risk managers Strong written & verbal communication and interpersonal skills Highly motivated and ability to work autonomously and on own initiative Ability to handle multiple priorities, and meet tight deadlines / SLAs Ability to clearly articulate ideas and influence outcomes Ability to motivate others to achieve common goal; proven record of being a team player Collaborative with the ability to build strong relationships with key internal and network partner stakeholders Ability to identify operational improvements and gain technical knowledge / experience to carry out those improvements* Computer literacy required: IT packages, MS Outlook, Excel, Word
