• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.

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