Head of Motor Claims

JAMCI Financials Insurance General Agency; Muntinlupa; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Oona Insurance seeks a Head of Motor Claims to lead and transform motor claims operations, driving strategy and ensuring compliant, customer-centric handling while supporting growth through partnerships.

This role emphasizes operational excellence, fraud prevention, digital enablement, and leading a cross-functional team to optimize loss ratios and claims outcomes for a growing insurer.

Qualifications

• Bachelor’s degree in Business, Insurance, Finance, or a related field.
• 10+ years of motor insurance claims experience, including at least 3 years in a senior leadership role.
• Strong knowledge of Philippine motor insurance regulations and market practices.
• Proven experience managing large claims portfolios and cross-functional teams.

Responsibilities

• Develop and execute the Motor Claims strategy aligned with growth plans.
• Lead, mentor, and develop the Motor Claims team with high performance and engagement.
• Oversee the end-to-end motor claims lifecycle including FNOL, assessment, settlement, and recovery.
• Ensure timely, fair settlements while optimizing loss ratios and costs.
• Strengthen fraud detection, prevention, and investigation processes.
• Provide regular reports to senior management on claims performance and exposure.

Skills

Leadership

Stakeholder management

Data-driven decision-making

Vendor management

Large claims portfolio management

Education

Bachelor's degree in Business, Insurance, Finance, or related field

Job description

I. Job Summary

The Head of Motor Claims is responsible for leading and transforming Oona Insurance’s motor claims operations to ensure efficient, customer-centric, and compliant claims handling. This role drives claims strategy, operational excellence, fraud prevention, and digital enablement while supporting Oona’s growth across partnerships and distribution channels.

II. Key Responsibilities

Strategic & Leadership

• Develop and execute the Motor Claims strategy aligned with Oona’s business objectives and growth plans.
• Lead, mentor, and develop the Motor Claims team, ensuring high performance, accountability, and engagement.
• Establish clear KPIs, SLAs, and performance metrics to drive operational efficiency and service excellence.
• Partner closely with Underwriting, Finance, Legal, Fraud, IT, and Business Development teams.

Operational Excellence

• Oversee the end-to-end motor claims lifecycle, including First Notice of Loss (FNOL), assessment, settlement, recovery, and litigation support.
• Ensure timely, fair, and accurate claims settlements while optimizing loss ratios and operational costs.
• Implement process improvements and automation to enhance turnaround times and customer experience.
• Manage relationships with external vendors, including adjusters, repair shops, surveyors, and towing providers.

Governance, Risk & Compliance

• Ensure compliance with Insurance Commission regulations, internal policies, and audit requirements.
• Strengthen fraud detection, prevention, and investigation processes.
• Review and approve complex, high-value, or escalated motor claims cases.
• Lead root cause analysis of claims trends and recommend corrective actions.

Customer & Partner Experience

• Champion a customer-first approach to claims handling to improve Net Promoter Score (NPS) and customer satisfaction scores.
• Support key partnerships and large accounts by ensuring consistent and reliable motor claims servicing.
• Act as the escalation point for critical customer and partner concerns.

Data, Insights & Reporting

• Analyze claims data to identify trends, risks, and opportunities for improvement.
• Provide regular reports to senior management on claims performance, reserves, and exposure.
• Collaborate with Underwriting on pricing, coverage refinement, and risk appetite decisions.

Iii. Qualifications & Experience

• Bachelor’s degree in Business, Insurance, Finance, or a related field.
• At least 10 years of experience in motor insurance claims, with at least 3 years in a senior leadership role.
• Strong knowledge of Philippine motor insurance regulations and market practices.
• Proven experience managing large claims portfolios and cross-functional teams.

IV. KEY COMPETENCIES

• Strong leadership and people management skills
• Strategic thinking and execution
• Excellent stakeholder and vendor management
• Data-driven decision-making
• High integrity, sound judgment, and risk awareness
• Adaptability in a fast-paced, digital-first environment

V. WORK SCHEDULE

Mondays to Fridays, 8:00 AM to 5:00 PM, subject to extension depending on the urgency of requests and/or deadlines.