Manager, Customer Promise - Major Claims | Kuala Lumpur, MY

Prudential plc; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in the insurance sector seeks a Claims Manager to oversee the customer claims process. The role involves delivering exceptional service, ensuring compliance with regulations, and collaborating across departments. Candidates should have a degree in relevant fields and at least 7 years of experience in claims management.

Qualifications

• At least 7 years of experience in claims management.
• In-depth knowledge of the insurance industry and Life insurance claims.
• Knowledge of laws & regulations governing the insurance industry.

Responsibilities

• Deliver end-to-end Customer Journey and provide exceptional service.
• Fulfill the Claims Philosophy by paying all valid claims quickly.
• Close collaboration with co-workers to resolve customer requests.

Skills

Effective communication

Professionalism

Technical knowledge of Life Insurance

Education

Degree in Biology, Biomedical Science, Business Administration, Mathematics, Economics, Statistics, or professional life insurance qualification

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 on the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Principal Duties:

1. Deliver end-to-end Customer Journey and provide exceptional PRUexperience Service to our customers.
2. Fulfill the Claims Philosophy by paying all valid claims quickly.
3. Treat all our customers with compassion and care.
4. Keep our Customers well informed on the progress of their Claims regularly along the journey.
5. Serve our customers exceptionally well during their life's difficult moments by making it simple and easy when handling their Claims.
6. Be consciously aware that our customers are awaiting our decisions, therefore resolve their claims quickly without unnecessary requirements.
7. Close collaboration with co-workers from all areas within the organization focusing on resolving Customers' requests without delay.
8. Provide an exceptional customer experience during their moment of truth with us while ensuring full compliance with Company's governance, local regulations, and Group's standards and guidelines.

Responsibilities:

• Life & Banca - CI/ TPD/ DTH/ Instalment
• Penders Management
• Claims Investigations
• CRM Management
• Complaints Handling and Resolution
• Collaboration with QA/ QL/ Clients
• Agency Training & Learning
• Cross-functional support
• E2E Status / Progress Update
• Claims initiatives & system enhancement
• Regulatory reporting and audit
• Interdepartmental follow-through
• New product setup with Life benefit
• Financial tasks (bank reconciliation, suspense management, JV)

Job Specification:

Qualifications

• Degree in Biology, Biomedical Science, Business Administration, Mathematics, Economics, Statistics, or a professional life insurance qualification (e.g., ACII, AMII, AAII, FLMI).

Experience and Knowledge

• At least 7 years of experience in claims, including insurance claims administration and assessment (all claim types), with in-depth knowledge of the insurance industry and Life insurance claims.

Others

• Knowledge of laws & regulations governing the insurance industry is highly essential.
• Strong insurance knowledge & technical know-how on Life Insurance fundamentals.
• Effective communication & interaction skills with internal & external customers.
• Good work ethic and professionalism in all tasks.

Prudential is an equal opportunity employer. We provide equal benefits to all applicants and employees regardless of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability, part-time/fixed-term work, or any other protected status by law. We promote diversity and inclusion in our recruitment and operations, including reasonable adjustments to support individuals with specific health requirements.