Head of Claims Transformation & Operations

Manulife/John Hancock; Hong Kong; On-site; HKD 1,800,000 - 3,000,000; Full time

Job summary

Manulife/John Hancock in Hong Kong is seeking a Head of Claims to lead all claims activities across Individual Insurance, Group Life & Health, and Pre-assessment teams. You will drive the Claims Transformation program, shape the operating model, and ensure alignment with customer experience and regulatory requirements.

You will build a high‑performing team of 40+ in Hong Kong with an offshore team in Chengdu, develop talent, monitor performance, and partner with risk, underwriting, IT, and

Qualifications

• 15+ years of claims experience, including leadership in life insurance claims.
• Proven experience in claims operations management, governance, and regulatory compliance.
• Experience in process improvement, automation, digital transformation, and claims operating model design.
• Transformation-ready leadership skills.
• Customer-centric mindset with sound commercial judgment and risk awareness.

Responsibilities

• Lead the Claims Transformation project by defining future-state processes and workflow requirements.
• Provide input on claims operations, digitization, Straight Through Processing, and assessment practices to shape the design of the Claims Target Operating Model.
• Partner with Operations Transformation, the Claims Product Owner, IT, and cross-functional teams to co-design solutions and system capabilities.
• Represent Claims in system development and testing to ensure functionality, data accuracy, and operational usability.
• Drive change management, team readiness, and adoption of new processes and technologies.
• Define and monitor key metrics and drive continuous improvement.

Skills

Leadership

Stakeholder management

Change management

Team development

Education

Degree in Insurance, Finance, Business Administration

Job description

Manulife/John Hancock in Hong Kong is seeking a Head of Claims to lead all claims activities across Individual Insurance, Group Life & Health, and Pre-assessment teams. You will drive the Claims Transformation program, shape the operating model, and ensure alignment with customer experience and regulatory requirements.

You will build a high‑performing team of 40+ in Hong Kong with an offshore team in Chengdu, develop talent, monitor performance, and partner with risk, underwriting, IT, and