Non-Medical Claims, Consultant

AIA Shared Services; Kampung Cendana; On-site; MYR 180,000 - 300,000; Full time

Job summary

AIA Shared Services in Malaysia is seeking a seasoned Life Claims Leader to oversee the strategic and operational management of Individual Life claims, ensuring timely, compliant, and customer‑focused service delivery.

The role will drive automation, governance, and cross‑functional collaboration across Finance, Legal, Technology, and Distribution; mentor the claims team; and ensure regulatory obligations and audits are met while delivering on KPIs.

Qualifications

• Bachelor’s degree in insurance, business, finance, law, medical sciences or related fields.
• 8–10 years of claims experience in insurance, including high‑value/complex claims.
• 3–5 years people management, leading claims teams.
• Strong knowledge of life/health/major claims assessment and regulatory requirements.
• Experience with major claims transformation, governance, or strategic claims initiatives is highly desirable.

Responsibilities

• Oversee Life Claims operations, ensuring timely, accurate, compliant decisions.
• Lead digital transformation projects including RPA, macro automation, and e-Submission platforms.
• Drive process improvements to boost productivity and reduce turnaround time.
• Foster cross‑functional collaboration with Finance, Legal, Technology, and Distribution.
• Mentor and develop the claims team, maintaining high performance and engagement.
• Ensure regulatory compliance and audit readiness with robust controls.

Skills

People leadership

Automation

Stakeholder management

Regulatory compliance

Analytical thinking

Education

Bachelor's degree in related disciplines

Tools

Claims systems

Microsoft Office

Data analysis tools

Job description

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we’d love to hear from you.

About the Role

To lead and oversee the strategic and operational management of Individual Life claims, ensuring timely, compliant, and customer‑focused service delivery. The role supports the company’s business goals, regulatory obligations, and departmental KPIs through innovation, governance, and people leadership.

Roles and Responsibilities

• Lead Life Claims Operations (30%) – Oversee the assessment and governance of Life Claims to ensure timely, accurate, and compliant decisions.
• Drive Strategic Projects and Automation (25%) – Lead digital transformation initiatives including RPA, macro automation, and e-Submission platforms to improve efficiency, reduce manual work, and optimize resources.
• Enhance Process and Productivity (15%) – Drive process improvements to boost productivity, reduce turnaround time, and ensure sustainable workload management. Lead strategic initiatives in automation, digitalization, and process reengineering to enhance operational efficiency and elevate customer experience.
• Stakeholder Engagement and Collaboration (10%) – Foster strong partnerships with cross‑functional teams (Finance, Legal, Technology, Distribution) to drive strategic initiatives and product launches. Champion alignment across stakeholders to ensure seamless execution and shared outcomes. Strengthen agency capabilities and engagement through targeted roadshows, workshops, and advisory clinics.
• Team Leadership and Development (10%) – Mentor and develop team members, foster engagement, and build a resilient, high‑performing team culture.
• Compliance and Quality Assurance (10%) – Ensure adherence to regulatory requirements and internal policies, with zero AML breaches and consistent audit compliance. Lead audits (internal/external/self) and implement controls to mitigate risk and prevent abuse. Ensure team meets KPIs and deliverables.

Minimum Job Requirements

• Bachelor's Degree in Insurance, Business Administration, Finance, Law, Medical Sciences, or related disciplines.
• Minimum 8–10 years of claims experience within the insurance industry, with significant exposure to handling complex and high–value claims.
• Minimum 3–5 years of people management experience, including leading, coaching, and developing claims teams.
• Strong knowledge of life, health, medical, and major claims assessment principles, claims operations, and regulatory requirements.
• Proven experience in managing complex claims investigations, claim escalations, disputes, and stakeholder negotiations.
• Strong understanding of insurance industry regulations, governance, compliance requirements, and fair claims practices.
• Excellent analytical, decision‑making, and problem‑solving skills with the ability to exercise sound judgment in complex claim cases.
• Strong stakeholder management and communication skills, with the ability to engage effectively with senior management, reinsurers, medical professionals, legal partners, and external stakeholders.
• Demonstrated ability to drive operational excellence, process improvements, and service quality initiatives.
• Proficient in claims systems, data analysis, and Microsoft Office applications.
• Professional insurance qualifications (e.g., DMII, AMII, ACII, ANZIIF or equivalent) will be an added advantage.
• Experience in leading major claims transformation, governance, or strategic claims initiatives is highly desirable.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

"Better" starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.

View our AIA LinkedIn page Bring your difference to AIA