Senior Claim Analyst, Non- Marine

QBE Insurance; Petaling Jaya; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Flex & hybrid working options

Work from home policy

Pensions & Medical benefits

Learning & development via LinkedIn

Job summary

QBE Insurance in Malaysia is seeking a senior Claims Operations leader to provide strategic oversight of Accident & Health and Motor claims. You will drive end-to-end process quality, manage escalations, and collaborate with vendors and internal teams to boost efficiency through automation and data-driven decisions.

The role emphasizes system enhancements, performance management, and regional transformation exposure as part of a high‑performing claims team.

Qualifications

• 5–7 years in claims handling (A&H and Motor) with leadership experience.
• CGI/ACII certification or equivalent.
• Strong knowledge of motor insurance law & medical claims; proficient in MS Office and claim systems.

Responsibilities

• Oversee Claims Operations for A&H and Motor end-to-end.
• Lead compliance across the claims journey for both lines of business.
• Provide expert support on complex/escalated cases.
• QA open files to ensure accuracy in claim processes.
• Collaborate with Recovery team to improve recoveries.
• Manage stakeholders and third-party administrators, surveyors, adjusters, lawyers, and motor workshops.
• Oversee intermediaries and ensure engagements are well managed and prompt resolutions.
• Coordinate with technology, data analytics, underwriters and product teams on automation.
• Identify and implement automation opportunities to improve efficiency and accuracy.
• Support UAT and system upgrades to test end-to-end scenarios.

Skills

Claims leadership

Stakeholder management

Automation & data analytics

Quality assurance

Vendor management

UAT & system upgrades

Leadership & performance

Decision analytics

Education

ACII/CGI certification

Tools

MS Office

Claims management systems

Job description

Primary Details

Time Type: Full time Worker Type: Employee The role provides strategic oversight of Accident & Health and Motor Claims operations, ensuring compliant, consistent, and high‑quality end‑to‑end claims management. It involves managing complex and escalated cases, driving effective collaboration with stakeholders and vendors, and leveraging automation and data analytics to enhance efficiency and decision‑making.

The role also supports system enhancements and process improvements, with a strong focus on team development and performance management to build a high‑performing claims team. In addition, the role offers exposure to regional transformation initiatives.

The Opportunity

The role provides strategic oversight of Accident & Health and Motor Claims operations, ensuring compliant, consistent, and high‑quality end‑to‑end claims management. It involves managing complex and escalated cases, driving effective collaboration with stakeholders and vendors, and leveraging automation and data analytics to enhance efficiency and decision‑making.

The role also supports system enhancements and process improvements, with a strong focus on team development and performance management to build a high‑performing claims team. In addition, the role offers exposure to regional transformation initiatives.

Your New Role

• Claims Operations Management (A&H and Motor)
• Lead strategic oversight to overall claims journey of both lines of business ensuring compliance
• Provide technical support to the team on complex cases, manage escalation cases
• Perform quality assurance on open files to ensure accuracy in claim processes
• Collaborate with Recovery team in updating recovery identifier and secure documentation to improve the chances of recovery
• Stakeholder and vendor management
• Intermediaries’ management and ensure engagements are well managed and prompt resolution to any potential escalation cases
• Manage relationships and performance of third-party administrators, surveyors, adjusters, lawyers and motor workshops to ensure quality performance
• Maintain good relationships with technology and data analytics team, underwriters, product development, actuarial, distribution team.
• Automation, digital innovation supported with data analytics
• Identify, recommend and implement automation opportunities to improve efficiency, consistency and accuracy.
• adopt data analysis to support decision making process, identify trends and provide insights back to the business
• assist in uat and system upgrades to ensure claims scenarios are thoroughly considered and adequately tested.
• Leadership and performance
• Team development
• Performance management

About You

• 5 to 7 years of experience claims handling on A&H and Motor, with previous experience in supervisory/mentoring role
• CGI/ACII certification or equivalent
• Strong focus on first resolution and customer focused.
• Strong knowledge in motor insurance law/processes,
• In-depth knowledge in group medical claims, technical claims handling and proficiency in MS office and claim management systems
• Technology: strong believer in AI-enabled culture and keen to explore technological advancements mindset

About QBE

What if you could have a positive impact – at work and in the world?

At QBE, we’re enabling a more resilient future – for our customers, communities, environment, and for our people. We’re building momentum to achieve something significant and know our people are at the centre of our success.

Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind. And with more than 13,000 people working across 27 countries, our scale means we’re big enough for your ambitions, yet small enough for you to make a real impact.

QBE Asia’s operations is part of the QBE International Division, and has had a presence in Asia for more than 130 years with offices in: Singapore, Hong Kong & Macau, Malaysia and Vietnam. We continue to be recognised for our ongoing focus on digital innovation to deliver exceptional value and operational excellence for our customers, business partners, people and the community. We support ESG efforts through the QBE Foundation, which helps to create strong, resilient and inclusive communities, by focusing investment and efforts on two key areas where we believe we can have the greatest impact – climate resilience and inclusion.

Benefits

Excited to share our comprehensive benefits package at QBE!

• Flex and hybrid working options
• Work from home policy
• Paternity leaves matching with maternity leave
• Well-being programs
• Pensions
• Medical benefits
• Globally, access to online learning via LinkedIn Learning
• On top of annual leaves, 3 additional days off (Family care leaves)
• Study leave
• Marriage leave
• Internal Appreciation program with points to redeem nice merchandise and life experiences

Join us and enjoy a work environment that values your well-being and personal growth! #EmployeeBenefits #WorkLifeBalance #CareerDevelopment

Skills

Analytical Thinking, Business Process Improvements, Claims Settlement, Critical Thinking, Customer Service, Insurance Analysis, Insurance Claims Management, Insurance Policies, Intentional collaboration, Managing performance, Negotiation, Problem Solving, Risk Management, Sound Judgment, Stakeholder Management

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.