Senior Case Manager

AIA NZ; Auckland; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work options

Competitive rewards

Continuous learning programs

Job summary

AIA NZ is seeking a Senior Case Manager to guide customers through complex claims with empathy, expertise, and care. In the Claims team you balance customer outcomes with policy interpretation and risk management, building trusted relationships with customers, medical professionals, and other stakeholders.

You will develop personalised case management and rehabilitation plans, make timely decisions, and contribute to improvements that enhance customer experiences and team performance.

Qualifications

• Extensive experience managing complex claims in insurance, health, or financial services.
• Strong stakeholder engagement and communication skills.
• Advanced claims assessment and policy interpretation abilities.
• Empathy and customer-first mindset for sensitive situations.
• Attention to detail with strong risk management and compliance.
• Experience with high-risk, disputed, or high-value claims is a plus.

Responsibilities

• Deliver timely, accurate decisions on complex claims with sound judgement and policy interpretation.
• Build trusted relationships with customers through regular contact and clear communication.
• Develop and implement personalised case management and rehabilitation plans.
• Collaborate with medical providers, financial institutions, and other stakeholders to inform outcomes.
• Identify and manage risks, investigate potential fraud, and engage specialists as needed.
• Contribute to continuous improvement initiatives and testing to enhance operations.

Skills

Complex claims management

Stakeholder management

Claims assessment

Empathy

Attention to detail

High-value/ disputed claims

Job description

Your Role with Us

As a Senior Case Manager, you play a pivotal role in helping customers navigate some of life's most challenging moments with empathy, expertise, and care. Working within AIA's Claims team, you manage a portfolio of complex claims, balancing customer outcomes with sound decision making and risk management. You build trusted relationships with customers, medical professionals, and other stakeholders, creating tailored support and rehabilitation plans that help people move forward with confidence.

This is an opportunity to apply deep technical knowledge, influence outcomes across a broad stakeholder network, and contribute to continuous improvements that enhance both the customer experience and team success.

Your Impact

• Deliver timely, accurate decisions on complex claims by applying sound judgement and interpreting policy terms with a customer-focused approach.
• Build trusted relationships with customers through regular contact, providing support, clarity, and confidence throughout the claims journey.
• Develop and implement personalised case management and rehabilitation plans that support positive customer outcomes and progress toward individual goals.
• Collaborate with medical providers, financial institutions, and other stakeholders to gather insights and drive informed claim outcomes.
• Identify and manage risks, investigate potential fraud concerns, and engage specialist expertise to protect the integrity of the claims process.
• Contribute to continuous improvement initiatives, projects, and testing activities that strengthen operational excellence and enhance customer experiences.

Your Capabilities

• You bring substantial experience managing complex claims within insurance, health, or financial services environments, with the ability to make confident and balanced decisions.
• You have strong stakeholder engagement and communication skills, enabling you to build credibility and maintain trusted relationships with a wide range of people.
• You have advanced claims assessment expertise and apply policy knowledge, critical thinking, and sound judgement to achieve fair and consistent outcomes.
• You bring empathy, emotional intelligence, and a customer-first mindset, supporting people through sensitive situations with professionalism and care.
• You have strong attention to detail and a commitment to operational excellence, ensuring accurate administration, compliance, and risk management practices.
• You may also have experience managing high-risk, disputed, or high-value claims, along with confidence presenting recommendations and influencing complex decisions.

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].

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.