Performance Management Manager

Zurich Insurance; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Zurich Insurance Malaysia invites a Performance Management Manager to lead a team responsible for medium to high complexity and exposure claims, ensuring performance, development, and coaching to maximize contributions.

You will drive strategic direction, oversee key metrics, collaborate with internal and external stakeholders, and foster a culture of accountability and continuous improvement.

Qualifications

• Experience in claims management and leadership.
• Strong stakeholder management and communication skills.
• Knowledge of regulatory requirements and data privacy practices.

Responsibilities

• Drive superior claims outcomes by providing strategic direction and oversight of key performance metrics.
• Build and maintain relationships with internal and external stakeholders to achieve customer satisfaction targets.
• Review and analyze claims portfolios to identify trends and drive process improvements.
• Monitor and manage departmental expenses to ensure cost effectiveness.
• Ensure compliance with all applicable laws, regulations, and internal controls.
• Provide claims insights by partnering with business units on initiatives and engagements.
• Lead, motivate, and develop team members with clear expectations and feedback.
• Foster a transparent, collaborative team environment through regular meetings and updates.
• Maintain professional and technical knowledge through continuous learning and industry engagement.
• Safeguard confidential claims information and uphold data privacy standards.
• Contribute to cross-functional projects and continuous improvement initiatives.

Job description

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Performance Management Manager

137948

Job Summary

With management oversight, leads and directs a team who are responsible for medium to high complexity and exposure claims. Coordinates the work activities of the team, and has responsibility for performance, development, and coaching of staff to maximize contributions and drive employee development and operational improvements.

Job Accountabilities - Key Accountabilities

• Drive superior claims outcomes by providing strategic direction, technical guidance, and oversight of key performance metrics, including regular tracking and reporting.
• Build and maintain strong relationships with internal and external stakeholders to achieve customer satisfaction targets and effectively address quality and service-related issues.
• Review and analyze claims portfolios, identify trends and root causes, and recommend process improvements to drive operational excellence and industry best practices.
• Monitor and manage departmental expenses to ensure cost effectiveness and appropriate utilization of corporate resources.
• Ensure full compliance with all applicable legal, regulatory, governance, and internal control requirements.
• Provide claims expertise and business insights by partnering with business units on product development initiatives, customer and broker stewardship activities, and prospect engagements.
• Lead, motivate, and develop team members by setting clear expectations, monitoring performance, providing timely feedback, and supporting career development opportunities.
• Foster a transparent and collaborative work environment through regular team meetings, one-on-one discussions, and effective communication of organizational updates.
• Maintain and enhance professional and technical knowledge through continuous learning, industry publications, networking, and participation in relevant professional associations.
• Safeguard confidential claims information and uphold the organization's reputation by ensuring the highest standards of data privacy and confidentiality.
• Support overall business objectives by contributing to cross-functional projects, driving continuous improvement initiatives, and delivering related assignments as required.
• Promote a culture of accountability, customer focus, and operational excellence within the claims function.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.