In-Office Senior Claims Operations Manager

Manulife; Cilangkap; On-site; IDR 400,000,000 - 700,000,000; Full time

Job summary

Manulife is recruiting a Senior Claims Operations Manager to lead the day-to-day claims team in Jakarta. The role requires diagnosing complex cases, ensuring SLA adherence with bank partners, and driving process improvements.

The successful candidate will oversee audits, coordinate cross-functional collaboration, and mentor staff to raise performance and service quality. An emphasis on regulatory compliance and data-driven decision making is essential.

Qualifications

• Bachelor's degree in Medicine is required.
• 7–10 years in Claims Operations in the insurance industry, with ≥3 years in leadership.
• Strong knowledge of life and health insurance products, policy provisions, underwriting, and risk management.
• Experience in claims assessment, adjudication, fraud detection, and investigation.
• Proven project management and process improvement experience.
• Strong analytical, problem-solving and decision-making abilities for complex claims.
• Excellent communication and stakeholder management across functions and with partners.
• Solid understanding of insurance regulations, compliance requirements, and industry standards.
• Proficiency in claims management systems, data analytics, and MS Office.
• Customer-focused with commitment to high-quality service.

Responsibilities

• Coordinate and supervise day-to-day claim Analysts and support claim operations.
• Address complex issues within the team and drive solutions.
• Ensure all processes meet SLA with Bank Partners and SOPs.
• Review daily productivity of the claims team.
• Coordinate with other teams to resolve claim-related issues or advise customers.
• Provide training to internal staff as needed.
• Participate in projects, system enhancements, and process improvements.
• Support audits and maintain effective control environment.
• Approve claims within authority and escalate beyond limits with recommendations.
• Ensure compliance with AML/KYC and privacy regulations.
• Ensure reports are delivered on time.
• Audit vendor processes including Third-Party Administrators as required.
• Coach the claims team to improve capability and KPIs.

Skills

People leadership

Claims operations

Regulatory compliance

Analytical skills

Stakeholder management

Coaching and training

Education

Bachelor's degree in Medicine

Tools

Claims management systems

Data analytics

Microsoft Excel

Job description

Manulife is recruiting a Senior Claims Operations Manager to lead the day-to-day claims team in Jakarta. The role requires diagnosing complex cases, ensuring SLA adherence with bank partners, and driving process improvements.

The successful candidate will oversee audits, coordinate cross-functional collaboration, and mentor staff to raise performance and service quality. An emphasis on regulatory compliance and data-driven decision making is essential.