Asia Claims Performance & Governance Director

The Asia Claims Performance & Governance Director is responsible for driving operational excellence, performance analytics & management, governance, and reporting across Asia Claims operations.

The role partners closely with market Claims teams, Regional Operations Performance, Risk & Governance, and Health leadership to establish performance standards, deliver actionable insights, strengthen governance frameworks, and support strategic claims initiatives.

Position Responsibilities

Claims Performance Management & Analytics

• Establish, maintain, and continuously refine regional Claims KPIs while ensuring alignment with market-specific requirements.
• Partner with Regional Operations Performance teams to align KPI definitions, measurement standards, data quality requirements, and corrective actions.
• Conduct performance analytics using historical and current operational data to identify trends, gaps, risks, and opportunities for improvement.
• Develop insights and recommendations to improve operational effectiveness, customer outcomes, and claims efficiency.
• Support monitoring and reporting of claims performance indicators across Asia markets.

Claims Automation & STP Optimization

• Analyze claims data, referral trends, and rule performance to identify opportunities for automation improvements.
• Recommend enhancements to Automated Adjudication (AA) and Straight-Through Processing (STP) capabilities based on operational data and risk considerations.
• Collaborate with Claims, Underwriting, and Risk stakeholders to support governance and implementation of optimization initiatives.

Dashboard Management & Business Insights

• Serve as the Regional Claims Subject Matter Expert supporting claims dashboards and reporting initiatives.
• Respond to dashboard-related inquiries from market stakeholders and provide guidance on data interpretation.
• Review dashboard enhancements and User Acceptance Testing (UAT) outcomes to improve visibility of claims performance, trends, and operational insights.
• Ensure claims reporting solutions provide meaningful and actionable business intelligence to stakeholders.

Governance & Regional Coordination

• Coordinate regional governance activities, including scheduling meetings, tracking submissions, managing stakeholder communications, and following up on required actions.
• Support targeted market audits and reviews, where required, in accordance with the Asia Claims Adjudication Audit Program (ACAAP).
• Support preparation of meeting materials, document key decisions and outcomes, and monitor completion of agreed action items.
• Support ongoing maintenance of regional governance processes and controls.

Reporting & Executive Communications

• Partner with the broader regional and market Claims team members to consolidate and prepare reports and presentation materials for regional and global stakeholders.
• Produce management reporting packs, analysis, and executive presentations that communicate claims performance, key risks, improvement initiatives, and business outcomes.
• Support preparation of committee and leadership reporting materials.

SharePoint & Knowledge Management

• Act as Records Coordinator for the Regional Claims SharePoint site.
• Maintain governance, accessibility, and organization of claims-related documentation and collaboration resources.
• Support knowledge sharing and information management across regional and market teams.

Support and Backup

• Provide support, backup, and represent regional Claims team as needed and delegated.

Required Qualifications

• Proven experience in insurance claims operations, operational performance management, governance, or business analytics.
• Strong analytical skills with the ability to interpret operational data, identify trends, and generate actionable insights.
• Demonstrated experience in developing executive-level reports, dashboards, and management presentations.
• Excellent stakeholder management and communication skills, with the ability to influence and collaborate effectively across multiple markets and functions.
• Experience working within a regional or multinational environment is preferred.