Operational Excellence 

Oversee the daily operations of the Claims Department, ensuring compliance with company service standards and policies. Develop and implement best practices to optimize processing of life & health claims, and enhance customer satisfaction. Provide insightful management information on claims experience, along with actionable suggestions for improving claims monitoring controls. Analyze performance metrics to evaluate service effectiveness and make necessary adjustments to achieve targets. Offer expert advice within designated authority limits, fostering collaboration across departments to ensure alignment with claims practices. Gather and analyze market data to identify new service ideas, tech innovation and workflows that streamline claims processes and enhance service delivery.

Governance & Control

Formulate and articulate the company's claim’s philosophy to align with corporate objectives. Establish and maintain operational guidelines and procedures for claims processing, including updates to the Operations Manual to mitigate anti-selection risks.

Project Management 

Collaborate with IT to define and implement system requirements for efficient claims administration. Work directly with project management team on assigned projects, providing expert claims knowledge and support where required to ensure successful outcomes. Control and monitor the department’s budget in alignment with company guidelines; proactively reforecast as needed to address budget variances.

Team Development:

Train, mentor, and develop claims department staff, fostering a culture of continuous learning and improvement. Share relevant industry experiences and knowledge with the team to promote best practices.

Product and Distribution Support 

Provide training for distribution partners on updated claims procedures, regulatory changes, new product launches, and refreshers on claims knowledge and case sharing. Actively participate in the development and revamping of new products by providing critical feedback on claims-related aspects, including product specifications, claim workflows, and guidelines. With minimum 10 years of extensive experience in the life insurance sector, specializing in claims management.Proven management experience is essential.Proficiency in both spoken and written English and Chinese.Strong communication and negotiation skills, and an analytical mindset.Bachelor’s degree, along with professional qualifications in life insurance, such as FLMI (Fellow, Life Management Institute) or ALHC (Associate, Life and Health Claims).A customer-centric service mindset is essential.