Manager, Customer Promise - Medical Reimbursement & Accident

Prudential Assurance Malaysia Berhad; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading financial solutions provider in Kuala Lumpur is seeking a Manager for the Customer Promise team, focusing on Medical Reimbursement & Accident. The successful candidate will oversee a claims team, ensuring compliance with insurance regulations and company standards. Key responsibilities include strategic planning, managing day-to-day operations, and implementing improvements to service quality. The role offers a rewarding career with benefits such as medical loans and wellness programs.

Benefits

Medical Loans

Dental

Sports (e.g., Gym)

Vision

Festive Eve Leave (2 Days)

On‑Boarding Welcome

Qualifications

• Thorough knowledge of insurance products and operational processes is required.
• Ability to manage a claims team efficiently and effectively.

Responsibilities

• Manage an efficient Claims team meeting operational objectives.
• Ensure compliance with legal regulations and company policies.
• Supervise team performance and implement operational improvements.

Job description

Manager, Customer Promise - Medical Reimbursement & Accident

The incumbent is responsible to manage an efficient and effective Claims team by meeting and exceeding management’s expectations on operational processes. The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities / technicalities) and operational processes to ensure customer’s enquiries are resolved in accordance with agreed service levels. The incumbent is also required to work closely with other operations departments in delivering excellent service quality to customers.

Position Summary

• Claims Approval within authority limit
• Claims Recommendation to the next Level
• Planning overall strategy of the Unit
• Managing the day‑to‑day functions of the Unit which include people, system, procedures and others.

Principal Duties & Responsibilities

• Appraising claims up to a company‑specified approval limit.
• Strategic planning, managing, coordinating, controlling and monitoring the Unit plans to ensure that the operational objectives of the department and the company are being met.
• Responsible in ensuring appropriate measures and controls on claims leakages and fraud management, monitoring of legal cases are adhered to.
• Assessing critical legal and industry issues on claims with high ambiguity and exposures to the company.
• Ensuring that Insurance Act, Bank Negara Malaysia, Anti‑Money Laundering & Counter‑Financing of Terrorism (AML/CFT) efforts, LIAM guidelines and internal guidelines are strictly complied with as applicable.
• Applying complicated theory and fundamentals of claims appraisals.
• Ensuring company‑specific claims policy and guidelines are in line with Prudential Malaysia Claims policy and standards. This includes defining and implementing standards for accuracy, productivity and timeliness as well as recommending strategies to meet those standards.
• Reviewing and revising claims guidelines regularly to ensure that they are aligned with changes in the market, legal and regulatory environments, and product design.
• Supervising the performance of subordinates.
• Representing the department head in meetings.
• Implementing projects for the streamlining of operations or improvement of servicing capabilities.
• Determining appropriate training for subordinates to ensure that they are keeping up with market and business requirements.

Benefits

• Medical Loans
• Dental
• Sports (e.g., Gym)
• Vision
• Festive Eve Leave (2 Days)
• On‑Boarding Welcome Re

A rewarding and fulfilling career awaits you. At Prudential, we believe in making a difference. Through the power of listening, we strive to build brighter futures, for our customers, for our employees, for our society. Built upon the values of mutual respect and understanding, we aim to cultivate an environment where our people can flourish in both their professional and personal lives. As a leading provider of financial solutions in Asia, Prudential offers ample opportunities for you to succeed and expand your career horizons.