Claims Compliance, Performance & Operations Manager

About the role

The Claims Operations and Performance Manager supports the Head of Claims by overseeing compliance, vendor management, first notice of loss (FNOL) processes, business analytics and continuous improvement initiatives within AIG's General Insurance division in Mexico.

Key responsibilities

• Ensure compliance with internal guidelines and external regulations, including anti‑money laundering frameworks and local vendor contract requirements (e.g., REPSE).
• Manage vendor relationships, evaluate performance of over 500 suppliers, and ensure contracts meet tax‑deductibility criteria.
• Oversee FNOL activities, balancing manual data entry with automation and RPA solutions to improve efficiency.
• Drive business analytics by extracting, validating and presenting data using Excel and Power BI to support operational decisions.
• Lead continuous‑improvement projects, mapping current processes, defining target KPIs and implementing Lean, Kaizen or Total Quality Control methodologies.

Required profile

• Minimum 5 years of experience in operations, process auditing or quality control within insurance, banking or financial services.
• Academic background in Industrial Engineering, Finance, Accounting or Business Administration.
• Strong understanding of insurance claims processes and the roles of adjusters, lawyers, consultants and other vendors.
• Experience with compliance activities such as Solvency II or governance committees is a plus.

Required skills

• Advanced Excel
• Power BI or similar business intelligence tools
• Process mapping and documentation
• Vendor management and regulatory compliance
• Continuous‑improvement methodologies (Lean, Kaizen, statistical quality control)