Manager Claim

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

Responsibilities:

• To coordinate and supervise the day-to-day claim Analyst and support claim in accordance with the standards set by the company.
• Take an active role in solving the complex and critical issues in the team.
• Ensuring all claim team process can meet service level agreement and turnaround time which put on SLA with Bank Partner and SOP.
• Review Daily productivity claim team.
• Coordinate & communicate with other teams to find solution for complaint related claim or communicate directly to customer.
• Provide training to internal staffs if needed.
• Participate in claim projects, system enhancement and give input for improving claim process.
• Contributing to audits, reviews as required in order to support and enable the maintenance of an effective control environment.
• Approve claims within own claims authority and make recommendation to senior for those claims exceeding own authority limit in line with established standards, procedures and guidance provided.
• Ensuring comply with applicable regulations in PT AJMI (including AML / KYC and Privacy).
• Ensure the report has been delivered on time.
• Responsible for the audit process of the vendors, including the Third-Party Administrator (TPA) ensuring that the audits are conducted in accordance with standards agreed upon with Underwriting & Claims Risk Management and the Underwriting & Claims Risk
• Coaching claim team to improve capability and KPI company

Qualifications

• Bachelor's degree in Medicine
• Minimum 7-10 years of experience in Claims Operations within the insurance industry, with at least 3 years in a people leadership or managerial role.
• Strong knowledge of life and health insurance products, policy provisions, underwriting principles, and risk management practices.
• Demonstrated expertise in claims assessment, adjudication, fraud detection, and investigation.
• Proven experience in project management, process improvement, and operational excellence initiatives.
• Strong analytical, problem-solving, and decision-making skills with the ability to manage complex claim cases.
• Excellent communication, stakeholder management, and relationship-building skills, with the ability to collaborate effectively across functions and with external partners.
• Sound understanding of insurance regulations, compliance requirements, and industry standards.
• Proficient in claims management systems, data analytics, and Microsoft Office applications.
• Customer-focused mindset with a commitment to delivering high-quality service and enhancing customer experience.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Working Arrangement

In Office