Claims Transformation Associate Director

Omni Group Asia Limited; Hong Kong; On-site; HKD 1,800,000 - 3,200,000; Full time

Job summary

Omni Group Asia Limited seeks a seasoned Claims Transformation Associate Director to define and execute the transformation roadmap for Claims Operations in Hong Kong. You will lead end-to-end programs, drive automation, and partner with business, technology and analytics teams to deliver measurable benefits.

The role emphasizes AI adoption, governance, and change management to improve productivity, customer experience, and cost efficiency across regional claims processes.

Qualifications

• Bachelor's degree in a relevant field or equivalent.
• Proven track record leading large transformation programs.
• Experience in life insurance, claims operations, or financial services transformations.
• Hands-on experience with automation technologies (RPA, OCR, AI).
• Strong cross-functional collaboration and governance experience.

Responsibilities

• Define and execute the claims operations transformation roadmap.
• Identify opportunities to simplify, standardize and automate end-to-end claims processes.
• Lead large-scale transformation initiatives from business case development through implementation.
• Drive operational excellence initiatives to improve productivity, service quality, customer experience and cost efficiency.
• Champion the adoption of AI, machine learning, workflow automation, OCR and RPA across claims operations.
• Partner with business, technology, data, and analytics teams to deploy digital solutions.
• Evaluate emerging technologies to accelerate automation and straight-through processing.
• Establish measurement frameworks to track automation benefits and customer outcomes.
• Act as trusted advisor to senior management on transformation priorities and digital opportunities.
• Collaborate with Claims, Underwriting, Customer Service, Compliance, Risk, Technology and Data teams.
• Drive change across functions while managing priorities and expectations.
• Build and mentor a high-performing transformation team.
• Foster a culture of innovation and data-driven decision making.
• Coach teams on transformation methodologies and change management practices.
• Establish governance, risk management and control frameworks for transformation initiatives.
• Ensure compliance with regulatory requirements and company policies.
• Lead change management activities to drive adoption across users and operational teams.

Skills

Transformation leadership

Stakeholder management

Change management

Automation strategy

Data-driven decisions

People leadership

Education

Bachelor's degree in Business Administration, Operations Management, Insurance, Technology, Data Science, or related disciplines

Tools

UiPath

Automation Anywhere

Blue Prism

OCR

BPM

Job description

Claims Transformation Associate Director

Define and execute the Claims Operations transformation roadmap aligned with business and operational objectives.

Identify opportunities to simplify, standardize and automate end-to-end claims processes.

Lead large-scale transformation initiatives from business case development through implementation and benefits realization.

Drive operational excellence initiatives to improve productivity, service quality, customer experience and cost efficiency.

Claims Automation & AI Adoption

Champion the adoption of AI, machine learning, workflow automation, OCR, intelligent document processing, robotic process automation (RPA), and generative AI solutions across claims operations.

Partner with business, technology, data, and analytics teams to develop and deploy innovative digital solutions.

Evaluate emerging technologies and industry best practices to accelerate claims automation and straight-through processing capabilities.

Establish measurement frameworks to track automation effectiveness, operational benefits, and customer outcomes.

Stakeholder Management

Act as a trusted advisor to senior management and key stakeholders on transformation priorities and digital opportunities.

Collaborate closely with Claims, Underwriting, Customer Service, Compliance, Risk, Technology, and Data teams.

Influence and drive change across multiple functions while managing competing priorities and business expectations.

Build, lead, and develop a high-performing transformation team.

Foster a culture of innovation, continuous improvement, and data-driven decision making.

Coach and mentor team members on transformation methodologies, automation technologies, and change management practices.

Governance & Change Management

Establish appropriate governance, risk management, and control frameworks for transformation initiatives.

Ensure automation and AI solutions comply with regulatory requirements, operational risk standards, and company policies.

Lead change management activities to drive successful adoption across business users and operational teams.

Requirements

Bachelor's degree in Business Administration, Operations Management, Insurance, Technology, Data Science, or related disciplines.

10+ years of experience in life insurance operations, claims management, operational excellence, consulting, or transformation roles.

Proven track record leading claims automation and digital transformation initiatives within life insurance, health insurance, or financial services.

Hands-on experience implementing automation technologies such as:

RPA (e.g. UiPath, Automation Anywhere, Blue Prism)

Workflow and BPM solutions

OCR and Intelligent Document Processing

AI / Machine Learning solutions

Generative AI applications

Demonstrated success managing complex cross-functional transformation programs and delivering measurable business outcomes.

Strong people leadership experience, including managing and developing teams.

Preferred Qualifications

Deep understanding of life insurance claims operations and customer journeys.

Experience in Lean Six Sigma, Operational Excellence, Agile delivery, or process re-engineering.

Exposure to data analytics, predictive modelling, and customer experience transformation initiatives.

Experience engaging with regional stakeholders and working within a multinational insurance environment.

Relevant certifications such as Lean Six Sigma, PMP, Agile, UiPath, or AI-related certifications would be advantageous.