Claims Manager

AIA Hong Kong and Macau; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a Claims Manager to oversee the processing and release of claims with a customer-first, digital-first approach. You will establish proper processes for all claim types and supervise the team to meet quality and speed targets.

You will lead performance reviews, identify bottlenecks, and drive improvements while ensuring data governance, privacy, and regulatory compliance across claims operations. Strong English and Filipino communication skills are essential.

Qualifications

• College graduate of any course.
• At least five years' experience in managing the claims team.
• Strong analytical skills with attention to detail.
• Proficient in MS Office and reporting systems.
• Excellent written and oral communication in English and Filipino.

Responsibilities

• Ensure timely and efficient processing of claims with clear, customer-friendly communications.
• Monitor performance metrics, SLAs and propose process improvements.
• Act as escalation point for complex operational and customer issues.
• Collaborate with cross-functional teams including risk, compliance and IT.

Skills

Analytical skills

MS Office

Communication skills

English and Filipino proficiency

Education

College degree

Tools

MS Office Suite

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

The Claims Manager is responsible for ensuring that processing and releasing of claims are effectively and efficiently managed. Processes should be properly established for all claim types. Oversees claims processing with a view to providing high quality service across all claims following our customer-focused, digital first approach.

Roles and Responsibilities

Performance management

Ensure that claims are processed in a timely and judicious manner; with clear, concise, and customer-friendly communications. Cognizant of data governance, data privacy and relevant regulations in ensuring continuous, timely and effective processing of claims transactions. Plans, schedules, supervises and controls work operations within the team to ensure that the claims volume can be adequately supported. Reviews and decides on cases referred by claim assessors within authority limit in accordance with proper claims practices. Closely monitor TATs and SLAs, identify process bottlenecks and recommend improvements accordingly. Act as the primary escalation and decision-making point for complex operational and customer issues. This includes resolution of customer complaints, offer viable courses of action and/or recommend handling of exceptional cases beyond own authority for management approval. Reviews, edits, approves and/or signs letters, memos and documents and other correspondence to the policy owner, agent or other concerned parties pertaining to processing of Claims transactions.

Leadership responsibilities

Conduct regular conversations with team members to provide feedback on performance, discuss strengths and areas for improvement, and address concerns. Evaluates job performance of employees for probationary and/or regular appointments and for performance management purposes. Conduct learning sessions to upskill team members. Define and discuss performance goals for each team member. Drive action plans to improve team engagement. Assist the Head of Claims in developing and implementing action plans in accordance with set priorities. Build strong relationships with Distribution, Agency, Customer Service, Compliance, Finance, Technology, Operations, Marketing, and other business units. Assist and provide insights for cross functional and management reporting. Performs other responsibilities and duties periodically assigned by superior to meet operational and/or other requirements.

Risk management

Participates in analysis and recommendations of cases referred to the Executive in charge for decision on requests for reconsideration and exception cases. Review claims processes to identify risk areas and recommend improvements. Perform and oversee adherence to control standards as defined in the control framework (including but not limited to eGRC, FSCA, ICFR/non-ICFR controls, AML requirements, and operational risk management). Monitor suspense accounts, unresolved transactions, operational exceptions, and control deficiencies. Own and maintain policies, procedures, operating guidelines, and process documentation.

Projects and initiatives

Develop and implement initiatives that improve team efficiency, productivity, customer experience, and operational performance. Oversee change management activities and support successful implementation and adoption of new processes, systems, and business solutions. Provides process owner expertise to various initiatives of the Company through attendance to requested meetings, email and phone consultations and the like. Participate in and support automation initiatives by providing inputs, defining requirements and testing enhancements.

Minimum Job Requirement

• College graduate of any course
• With at least five (5) years' experience in managing the claims team and with a strong track record in achieving company targets
• Strong analytical skills with high attention to detail and accuracy
• Proficient in the use of MS Office applications and other business application systems for reporting and daily transaction handling
• With excellent written and oral communication skills in both English and Filipino.

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.

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we've been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA