Case Manager

AIA Hong Kong and Macau; Auckland; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible work options

Continuous learning program

Job summary

AIA Hong Kong and Macau is seeking a dedicated Case Manager to help customers navigate claims with confidence, care and clarity. You will manage a portfolio from assessment through resolution within our Claims team, balancing speed, accuracy, empathy and sound decision-making.

Based in Auckland, New Zealand, you will build trusted relationships with customers, medical professionals and financial institutions, authorise payments, keep records, and contribute to continuous improvement in risk

Qualifications

• Experience in claims processing, case management or a related customer-focused environment balancing quality, accuracy and empathy.
• Strong communication and stakeholder engagement skills enabling trust with a wide range of people.
• Sound decision-making and problem-solving abilities using available information to assess claims and determine outcomes.
• Excellent organisational skills and attention to detail managing competing priorities with compliance and administration.
• Ability to interpret policy, procedures, financial and medical information in customer situations.
• Experience in insurance, health, rehabilitation or financial services is advantageous.

Responsibilities

• Assess and manage a portfolio of claims delivering timely, accurate decisions.
• Develop and implement case management and rehabilitation plans for recovery goals.
• Build relationships with customers, medical providers, financial institutions and stakeholders to keep claims moving.
• Authorise payments and maintain accurate records and administration.
• Identify risks, investigate indicators of fraud and involve specialists when needed.
• Contribute to team initiatives and process improvements for better customer outcomes.

Skills

Claims processing

Case management

Communication skills

Stakeholder engagement

Decision making

Problem solving

Organisation skills

Job description

Your Role with Us

As a Case Manager, you play a meaningful role in helping customers navigate claims with confidence, care, and clarity. Working within AIA’s Claims team, you manage a portfolio of claims from assessment through to resolution, balancing speed, accuracy, empathy, and sound decision-making. You build trusted relationships with customers, medical professionals, financial institutions, and internal stakeholders to achieve positive outcomes and support rehabilitation goals. In this fast-paced environment, you contribute to continuous improvement, strengthen customer experiences, and develop your expertise in claims management, risk assessment, and customer-focused problem solving.

Your Impact

• Assess and manage a portfolio of claims, making timely, accurate decisions that deliver fair and customer-focused outcomes.
• Develop and implement individual case management and rehabilitation plans that support customers in achieving their recovery and wellbeing goals.
• Build strong relationships with customers, medical providers, financial institutions, and other stakeholders to keep claims progressing effectively.
• Authorise payments, maintain accurate records, and manage administration activities to ensure a seamless and compliant claims experience.
• Identify and manage potential risks, investigate indicators of fraud, and engage specialists when needed to protect the integrity of the claims process.
• Contribute to team initiatives, projects, and process improvements that enhance operational excellence and customer outcomes.

Your Capabilities

• You have experience in claims processing, case management, or a related customer-focused environment where you balance quality, accuracy, and empathy.
• You bring strong communication and stakeholder engagement skills, enabling you to build trust and maintain productive relationships with a wide range of people.
• You have sound decision-making and problem-solving abilities, using available information to assess claims and recommend appropriate outcomes.
• You bring excellent organisational skills and attention to detail, helping you manage competing priorities while maintaining high standards of compliance and administration.
• You have the confidence to interpret policy, procedural, financial, and medical information and apply it thoughtfully in customer situations.
• You may also have experience within insurance, health, rehabilitation, or financial services, and an understanding of claims and risk management practices.

Your Life at AIA

At AIA, your experience matters, and so does your impact. In return for your expertise, we offer a career where you can apply your skills to meaningful work that improves lives across Asia-Pacific. You’ll enjoy flexible ways of working, competitive rewards, and access to continuous learning programs designed to keep you ahead in a rapidly changing world. Our collaborative culture values your ideas and empowers you to innovate, solve complex challenges, and contribute to our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [e-mail].

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