Manager, Customer Claims Management

Manager, Customer Claims Management

AIA Group
5-8 years
Not Specified

Job Description

Bring your career aspirations to life with AIA!Oversees the benefits and claims management of the organization, to derive customer value execution at the point of benefits realization and payouts. Role manages the overall functions of Customer Claims Management of Customer Nurturing & Policy Management under the Insurance Operations.
The Customer Benefits and Claims Management is responsible in ensuring that processing and releasing of benefits, maturities and Claims are effectively and efficiently managed. Benefits and Claims processes should be properly established for the different types of Benefits and Claims, such as Maturities, Death, Accident, Hospital Confinement and Illnesses, to include Medical Claims being handled by Third Party Service Providers. Oversees overall benefits and claims processing with a view to providing high quality service across all benefits and claims transactions following our customer focused digital first approach to deliver more customer value executions at the point of benefits/payouts.
  • - Primarily takes care of processing and releasing of claim/benefits in a timely and judicious manner with clear and concise communications aligned with customer engagement and nurturing value delivery.
  • - 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 Customer Benefits and Claims Management Team. Ensures preventive and detective controls are in place and all processes are aligned with regulations. Conducts Daily Review Meetings (DRM) to ensure adherence to standards in terms of turnaround time and procedures.
  • - Disseminates or implements new or revised operational procedures, Company rules and regulations as relayed by Management focused on continuous improvements and identification of potential innovation areas.
  • - Approves cases within the approved limits of authorities in accordance with company agreed TATs. Participates in analysis and recommendations of cases referred to the Executive in charge for decision on requests for reconsideration and exception cases.
  • - 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.
  • - Resolve customer complaints, offer viable courses of action and/or recommend handling of exceptional cases for management approval.
  • - Work with Customer Experience and Customer Strategy Teams regarding process improvements and execution
  • - Provides process owner expertise to various initiatives of the Company through attendance to requested meetings, email and phone consultations and the like.
  • - Plans and recommends administrative and operational changes to further improve processing and servicing and to maximize manpower utilization.
  • - Evaluates job performance of employees for probationary and/or regular appointments and for performance management purposes.
  • - Performs other responsibilities and duties periodically assigned by superior in order to meet operational and/or other requirements.
  • -Identifies and executes necessary data driven diagnostics for informed changes to benefits and claims management policies.
  • -Coordinates with UW and business quality teams to ensure improvements in customer experience.

Minimum Job Requirements:
  • Education - College graduate preferably specialization in Management or with Medical background.
  • Experience - With 5 years or more of experience in Insurance Operations and with technical knowledge on actual analysis of cases. Working knowledge on the various systems of the Company, basic understanding of product features, and should be able to apply this knowledge in claims management.
  • Certifications/licenses - Preferably taken basic LOMA courses (1 and 2)
  • Special skills - Computer skills (MS Office, MS Outlook

Job Details

Employment Types:




About AIA Group

For more than a century, AIA has strived to make a significant, positive impact for our customers and communities across Asia, reinforced by our Purpose : to help millions of people live Healthier, Longer, Better Lives . Our Purpose guides the decisions we make and the actions we take as an organisation - empowering and enabling people to understand and manage their health, while meeting their long-term savings and protection needs. We believe that helping to create a healthier Asia is one of the most important and valuable things we can do for our communities, today and in the future.

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