Claims Operations Analyst (Kuala Lumpur)

AXA XL; Kuala Lumpur; Hybrid; MYR 80,000 - 130,000; Full time

Job summary

AXA XL is seeking a Claims Operations Analyst in a hybrid Kuala Lumpur role. You will work with regional and country teams to deliver high-quality claims services across Asia, focusing on resource allocation and operational effectiveness.

You will support senior leadership with accurate reporting and data to guide strategic decisions, while leading transformational projects and developing robust processes and training materials for timely changes.

Qualifications

• Diploma or equivalent qualification in a relevant field.
• Experience in claims or insurance operations is desirable.
• Strong data interpretation and reporting capabilities.
• Proven ability to communicate clearly with different stakeholders.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.

Responsibilities

• Collaborate with regional teams to deliver efficient claims service across Asia.
• Support leaders with timely reporting and data for strategic decisions.
• Lead transformational initiatives for business growth and improvements.
• Evaluate processes for efficiency, risk, and quality assurance.
• Develop training materials and communications to enable rapid changes.

Skills

Data analysis

Stakeholder mgmt

Report writing

Excel advanced

Communication

Education

Diploma

Tools

Excel

PowerPoint

Outlook

Job description

Claims Operations Analyst

Hybrid, Kuala Lumpur

In this role, you will focus on working closely with regional and country teams to deliver top-tier claims services across Asia, concentrating on efficient resource allocation and operational effectiveness. You will be supporting senior leadership with accurate, timely reporting and data to guide strategic decisions, while spearheading transformational projects to drive ongoing improvements and support business expansion. The team ensures the development of robust processes, communication plans, and training materials to facilitate quick implementation of changes within tight timelines. By collaborating with departments such as finance, underwriting, and regional claims leaders, you will aim to optimise portfolios, strengthen operational standards, and foster claims management excellence through active stakeholder engagement.

This is a regulated role under the Central Bank of Ireland’s Fitness and Probity regime.

What You’ll Be DOING

What will your essential responsibilities include?

• Collaborating with Country Claims Management teams to drive superior claims service delivery, ensuring effective resource utilization aligned with the claims portfolio for the Asia region.
• Supporting regional key leaders to develop and maintain timely, high-quality reporting and data to underpin strategic decision-making.
• Leading transformational initiatives and other projects to support business growth through planning, development, and continuous improvement across the organization.
• Ensuring operational efficiency by evaluating and improving operational processes, including risk identification, strengths, weaknesses, and quality assurance.
• Developing and maintaining robust business readiness, communication strategies, training materials, and procedural guidelines.
• Delivering rapid cycle changes and improvements within strict timeframes for the Asia region.
• Providing regular updates on claims portfolio metrics, KPIs, and management information.
• Servicing the claims team with operational and data requirements to ensure seamless claims handling.
• Ensuring claims handlers are updated in operational guidelines and claims handling principles.
• Managing audits, audit data requests, and related claims information.
• Producing claims portfolio reports, including loss trends, financial movements, NatCat data, and other relevant metrics.
• Collaborating with other functions such as finance, middle office, and underwriting to support wider business needs related to claims.
• Partnering with the Head of Claims Singapore and Hong Kong to monitor internal claims projects, including portfolio optimization, vendor management, and audit frameworks.
• Contributing to market engagement activities, including presentations and seminars, to promote claims management excellence.

You will report to the Claims Operations Lead, Singapore.

What You Will BRING

• Qualification: Diploma and/or relevant insurance qualifications preferred
• Equipped with related claims recoveries experience will be desirable
• Sound knowledge of key product line(s) and regulatory environment
• Up to date appreciation of the technical requirements of the role
• Proven ability in identifying and analysing problems, creating good solutions, deploying sound decision making skills
• Proven track record of knowing what it takes to provide a consistently first class customer service internally and/or externally
• Ability to build effective working relationships internally and externally
• Report writing skills, ability to develop and present ideas and reasoned arguments clearly and concisely to various audiences
• Communication skills and ezcearticulate presenter to internal/external audiences, exercising appropriate discretion in dealing with people from all levels of the Company
• Excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data entry or data outputs
• Able to organise self (and others if applicable) including effective scheduling, prioritisation and time management skills, completing tasks to tight deadlines. Demonstrates a ‘can do’ attitude.
• Comfortable taking ownership for own work, identifying the need for action (using initiative) whilst working effectively within a team.
• Advanced knowledge of Microsoft Office programs; specifically, Excel (including ability to manage if not write macros), Outlook, Word, Powerpoint

Desirable Knowledge and Skills

• Experience in a Financial Services environment
• Demonstrable evidence of interpreting and manipulating data clearly and accurately with the ability to articulate key points
• Displays a resilient and adaptable style, track record of remaining calm in demanding circumstances, adjusting comfortably to changing conditions / priorities
• The role would suit a highly driven self-starters, with a desire to challenge and deliver.