Head of Life Claims Transformation & Ops

AIA Malaysia; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

AIA Malaysia is seeking a senior life claims leader to oversee end-to-end life claims operations and drive strategic automation initiatives. You will manage complex claim assessments, ensure regulatory compliance, and lead cross-functional collaborations across Finance, Legal, Technology, and Distribution.

The role emphasizes governance, process improvements, and a high-performing team culture. The ideal candidate has extensive claims experience, strong regulatory knowledge, and proven

Qualifications

• Bachelor's degree in Insurance, Business Administration, Finance, Law or related disciplines.
• 8–10 years of claims experience in the insurance industry, including handling complex/high-value claims.
• 3–5 years of people management experience leading, coaching and developing teams.
• Strong knowledge of life, health, medical, and major claims assessment principles and regulatory requirements.
• Experience in managing complex claims investigations, escalations, disputes, and stakeholder negotiations.
• Understanding of insurance regulations, governance, compliance and fair claims practices.
• Excellent analytical, decision-making and problem-solving skills with sound judgment.
• Strong stakeholder management and communication with senior management, reinsurers, medical professionals and external partners.
• Demonstrated ability to drive operational excellence and process improvements.
• Proficiency in claims systems, data analysis and MS Office applications.
• Professional insurance qualifications (DMII, AMII, ACII, ANZIIF or equivalent) are an added advantage.
• Experience leading major claims transformation, governance, or strategic initiatives is desirable.

Responsibilities

• Lead Life Claims Operations (30%) to oversee assessment, governance, timely and compliant decisions.
• Drive Strategic Projects and Automation (25%) to lead digital transformations including RPA and e-Submission platforms to improve efficiency.
• Enhance Process and Productivity (15%) to boost productivity and optimize workload management through automation and reengineering.
• Stakeholder Engagement and Collaboration (10%) to partner with Finance, Legal, Technology, Distribution and drive product launches.
• Team Leadership and Development (10%) to mentor and build a high-performing team culture.
• Compliance and Quality Assurance (10%) to ensure regulatory adherence, audit readiness and risk controls.

Skills

Claims leadership

Stakeholder management

Regulatory compliance

Process improvement

Analytical thinking

Team development

RPA automation

Education

Bachelor's degree in Insurance, Business Administration, Finance, Law, Medical Sciences or related disciplines

Tools

Claims systems

RPA platforms

e-Submission platforms

MS Excel

Data analysis tools

Job description

AIA Malaysia is seeking a senior life claims leader to oversee end-to-end life claims operations and drive strategic automation initiatives. You will manage complex claim assessments, ensure regulatory compliance, and lead cross-functional collaborations across Finance, Legal, Technology, and Distribution.

The role emphasizes governance, process improvements, and a high-performing team culture. The ideal candidate has extensive claims experience, strong regulatory knowledge, and proven