Assistant Manager - Major Claims

Prudential Services Asia; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

Prudential Services Asia is seeking a claims processing supervisor to oversee end-to-end claims activities, including approvals, investigations, and communications with customers and agents. The role emphasizes teamwork and operational efficiency within a structured environment.

You will lead a team of claims professionals, ensuring timely processing, developing staff, and participating in department-wide initiatives to optimize underwriting and premium financing workflows.

Responsibilities

• Process & approve claims (major & minor) and assist higher approvals.
• Supervise subordinates in handling daily operational issues and ensure timely turnarounds.
• Lead team and manage workload; coach and mentor junior staff.
• Handle enquiries from customers and agents; contribute to process improvements.

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Process & approve Claims (both major & minor claims), assist in higher approval of claims exceeding assessors’ authority, provide agency enquiry support, participate in departmental projects to enhance the operational efficiency and supervise subordinates in handling daily operational issues. Follow up on additional supporting documents to facilitate the decision on underwriting, compliance and premium financing after case submission Prepare and check decline / after investigation letters Approve clean Claims (including cross checking benefit calculations, follow-up with CS, hotline, channels) Approve non clean Claims (including cross checking benefit calculations, follow-up with CS, hotline, channels) Conduct claims investigation Prepare tailored made letters (including decision and investigation letters) Handle ad hoc assignments from management Develop user manual, stakeholders communication and conduct user training sessions Handle ad hoc assignments from management Review manual claims letter (e.g. counter offer, rescind) Train up new joined staff to obtain claims authority Review escalated cases from junior staff Provide support to minor and pre-authorisation claims if needed Handle system-related enquiries from internal staffs Handle enquiries and complaints from customers, agents (including telephone and emails where necessary), and internal staff Manage the turnaround of the claims related request (e.g. claim cases, enquiries) Assist manager to allocate proper resources on daily tasks Lead team and manage workload for the team (e.g. resource allocation based on demands) Manage staff performance and development (e.g. coaching, mentoring, regular feedback etc.) Provide guidance to junior staff on complex and non-standard cases

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements. We are Prudential. For every life, we are partners. For every future, we are protectors. Prudential plc provides life and health insurance and asset management to 17 million customers across 20 markets in Asia and Africa. We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange. We are focused on four strategic regions: Greater China, ASEAN, India and Africa. Our customers are served by around 55,000 agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom. Find out more at www.prudentialplc.com Follow us on LinkedIn