AIG Network Partner Relationship Manager
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.
Get to know the business
General Insurance is a leading provider of insurance products and services for commercial
and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through
a diversified, multichannel distribution network.
Multinational
AIG’s Multinational business is an exciting area within General Insurance that will challenge you every day to explore new opportunities for our clients worldwide. As a trusted advisor, you will tailor multinational insurance solutions for our global clients, empowering them to operate across borders with confidence and consistency. Partner with a dynamic, global team of experts, including underwriters, risk engineers, and analytics and claims professionals, to design, implement and service multinational insurance programs. This includes issuing timely policies, providing regulatory advice, sharing local knowledge, supporting efficient money movement capabilities and deploying large fronted limits. AIG Multinational professionals have the diverse skills and expertise necessary to deliver customized, compliant and seamless solutions that support our clients’ risk management objectives. With in-depth knowledge of local markets, practices and regulations, Multinational provides world-class insurance solutions and helps clients successfully navigate their cross-border risks, wherever in the world their businesses take them.
Role Summary
Provide AIG’s primary point of contact, accountability, and subject matter expertise in respect to assigned territories and/or Network Partners, coordinating with relevant colleagues to:
- complete market and opportunity assessment, AIG Network Partner evaluation, selection and engagement with regular and refreshed capture of related intelligence & insights.
- deliver targeted local Service Delivery and Client Experience, by transaction and across assigned portfolio
- drive performance management /improvement and optimization in order to defend, develop and differentiate AIG’s Global Network capabilities in support of AIG’s Multinational (MN) Value Proposition.
About the role
What you need to know:
The Network Partner (NP) Relationship Manager role provides an important interface between AIG and identified partners and acts as AIG lead for AIG’s partnership relationship, local Service Delivery and a subject matter expert in/across related territories where network partnerships are required to support AIG’s MN Business Model, portfolio and/or wider AIG underwriting appetite and optimization strategies.
Key responsibilities for the role, across each and all assigned territories/partnerships include:
- 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 escalations at the earliest opportunity, 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.
What we’re looking for:
- 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
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