Head of Operations

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

About the role

Reporting to the COO EMEA, this position is responsible to provide superior service delivery to underwriters, brokers and clients across all aspects of the policy lifecycle. The role includes the management of underwriting support staff for all lines of business in the Netherlands.

• Is a member of and contributes to the country’s Senior Management Team (SMT) and keeps business and functional leaders updated on status / developments in Global Operations.
• Actively manages the team of ~10 in-country Underwriting Assistants in all aspects, such as hiring, performance management, development, and schedule coordination.
• Is the key point of contact for business process outsourcing providers, namely Accenture. Manages and monitors ongoing service delivery, pro-actively highlights risks, forecasts transaction volumes and is responsible to review accuracy of invoices received for services. Identifies servicing issues with Shared Services, documents the issue and works with Shared Services managements to resolve.
• Assumes an active role in various projects, but particularly in the implementation of the Standard Commercial Underwriting Platform (SCUP) transformation and contributes to process design and operating model considerations as part of different working groups and/or leads communities of practice.
• Regularly communicates and collaborates across the EMEA region to contribute to process standardization efforts for each business segment / ecosystem and supports the design and implementation of respective UW operating models that ensure superior service delivery to internal (UW) and external stakeholders (broker / clients).
• Interacts with the local insurance market, develops key relationships with brokers and other market stakeholders (e.g. TPA’s) and represents AIG in insurance-related market bodies and forums (e.g. eABS).
• Tracks and translates quality, processing timeliness, productivity, and service delivery requirements into individual, team, and unit metrics.  Recommends how and what performance measurements to collect for performance data. Review and manage production and quality control processes and take appropriate action for improved results.
• Ensures compliance with insurance & taxation laws and compliance requirements and procedures.
• Closely work with IT, project management and business analyst resources on various projects. Act as key subject matter expert and contribute to requirements gathering, detailed design, testing as well as deployment / go-live of updates and changes to application estate. Act as change agent for local teams and support process / system adoption.
• Point of contact for Internal Audit; ensuring compliance with internal audit guidelines and assisting with developing responses and action plans in response to audit findings.
• Attends underwriting reviews/operational meetings and reports on operational process changes, regulatory changes, policy booking, policy issuance, or adjustment backlogs.  Captures takeaways and works with the team to create/implement action plans as required.

Job Requirements:

• Bachelor’s degree or 7 - 10 years of related Commercial Insurance experience.
• 3 years of recent, direct team management experience.
• Strong knowledge of program and reinsurance structures.
• Coursework completed towards CPCU, ARM, or other relevant commercial insurance industry designations preferred but not required.
• Advanced knowledge of commercial P&C insurance and regulatory requirements.
• Appropriate combination of commercial P&C insurance rating, coding, and underwriting assistant skills.
• Strong written and oral communication skills in Dutch and English. Every other language a plus.
• Proactive, independent work ethic with strong people management skills, ability to communicate to senior stakeholders, delegation and prioritization of tasks, problem-solving, and analytical (data) skills.
• Demonstrated excellent marketing, influencing, negotiating and communication skills in dealing with C-suite leaders.

Offer

AIG offers a competitive primary and secondary benefit package based on experience and function level accompanied with other advantages like global career opportunities and extensive training and personal development programs.

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide 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. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

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.