Claims Leadership: Strategy, Operations & Excellence

HR Plus; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

HR Plus, a leading general insurance provider in Hong Kong, seeks a Head of Claims to oversee the claims department, drive performance, and deliver outstanding customer service. The role demands strategic leadership, operational excellence, and cross-functional collaboration with underwriting, risk management, legal, and finance.

Responsibilities include steering a claims team, improving processes, tracking KPIs, conducting audits, and guiding complex settlements.

Qualifications

• Bachelor's degree and professional credentials in insurance or related field.
• 10+ years of experience in claims management within general insurance.
• Strong leadership experience and track record of building high-performing teams.
• Solid understanding of claims processes, risk management, and regulatory requirements.
• Excellent communication, decision-making, and analytical skills.

Responsibilities

• Lead and manage the claims department, including a team of claims adjusters and support staff, to ensure timely and accurate claims processing.
• Develop and implement strategic initiatives to improve claims management processes, enhance operational efficiency, and optimize customer satisfaction.
• Establish and maintain strong relationships with internal stakeholders, including underwriting, risk management, legal, and finance departments, to ensure effective collaboration and seamless claims handling.
• Monitor key performance indicators (KPIs) and implement performance improvement plans to achieve departmental goals and targets.
• Stay up-to-date with industry trends, regulatory changes, and emerging technologies in claims management, and propose and implement innovative solutions to enhance operational effectiveness.
• Conduct regular audits and quality control reviews to ensure compliance with company policies, industry regulations, and best practices.
• Lead investigations into complex or high-value claims, working closely with internal and external stakeholders to gather necessary information and make informed decisions.
• Collaborate with the senior management team to develop and implement claims-related policies, procedures, and guidelines.
• Provide guidance and support to claims adjusters in handling complex or sensitive claims, including settlement negotiations, litigation management, and claims dispute resolution.
• Prepare and present claims-related reports, including claim trends, reserving analysis, and loss ratios, to the executive team and other relevant stakeholders.

Skills

Leadership

Strategic thinking

Communication

Analytical

Stakeholder management

Claims management

Education

Bachelor's degree in insurance, business administration, or a related field

Tools

Claims management software

Job description

HR Plus, a leading general insurance provider in Hong Kong, seeks a Head of Claims to oversee the claims department, drive performance, and deliver outstanding customer service. The role demands strategic leadership, operational excellence, and cross-functional collaboration with underwriting, risk management, legal, and finance.

Responsibilities include steering a claims team, improving processes, tracking KPIs, conducting audits, and guiding complex settlements.