# Head of Claims **Company**: Manulife Financial Corporation **Location**: Hong Kong **Work arrangement**: hybrid **Experience**: executive **Job type**: full-time **Category**: Finance **Industry**: Finance **Apply**: https://manulife.wd3.myworkdayjobs.com/en-US/MFCJH_Jobs/job/Hong-Kong/Head-of-Claims_JR26100781-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_ba928b6d-533 ## Description The Head of Claims is responsible for the strategic and effective management of the Claims function, encompassing Individual Insurance Claims, Group Life & Health Claims, and Pre-assessment teams. The incumbent leads the Claims function’s contribution to the Claims Transformation project by defining the Claims Target Operating Model, articulating future-state requirements, shaping end-to-end workflow design, driving change management, and ensuring alignment with business priorities, operational objectives, and customer experience outcomes. **Responsibilities:** **Claims Experience Delivery** - Lead the Claims team’s participation in the Claims Transformation project by defining future-state processes and workflow requirements - Provide expert input on claims operations, digitization, Straight Through Processing, and assessment practices to shape the design of the Claims Target Operating Model - Partner with Operations Transformation, the Claims Product Owner, IT, and cross-functional teams to co-design solutions and system capabilities - Represent Claims in system development and testing to ensure functionality, data accuracy, and operational usability - Drive change management, team readiness, and adoption of new processes and technologies - Define and monitor key metrics and drive continuous improvement initiatives **Claims Risk Management** - Work with the Claims Risk Manager and Chief Medical Officer to implement a customer-centric, business-value-driven Claims Assessment Philosophy aligned with the company’s risk appetite, while safeguarding reputation and profitability - Work with the Claims Risk Manager and Chief Medical Officer to ensure the company’s claims practices remain market competitive - Ensure consistency and integrity in claims assessment approaches and decisions across the team - Ensure compliance with corporate and regulatory guidelines - Ensure claims audits are completed in accordance with corporate requirements **Pre-assessment Management** - Oversee the Pre-assessment team to deliver timely, consistent support to distribution channels, customers, and internal stakeholders - Ensure pre-assessment practices align with claims philosophy, product provisions, underwriting considerations, and corporate guidelines - Monitor service quality, turnaround time, and case consistency to support effective claims experience delivery **Distribution Channel Management** - Maintain effective two-way relationships with distribution channels to gather market feedback on claims practices, processes, and service support - Train and guide distribution channels to understand and support the company’s claims philosophy **New Product Development/Claims Initiatives** - Ensure smooth rollout of product and claims initiatives in alignment with corporate policies and guidelines - Collaborate with relevant stakeholders to develop claims assessment practices for new products and claims initiatives - Ensure effective and timely training of claims assessors for new or revised guidelines **Team Development** - Build a high-performing team and develop a sustainable succession plan - Demonstrate leadership capability to develop an engaged, client-centric team that delivers sustainable business, operational, employee, and customer outcomes - Strengthen talent development, performance management, and team effectiveness to support business continuity and succession objectives **Accountabilities (Individual / Shared):** **Individual Accountabilities:** - Claims Performance Management and Operations - Customer and Claims Experience - Team Leadership and Talent Development **Key Shared Accountabilities:** - Claims Transformation and Digital Enablement - New Product Development and Claims Initiatives - Customer Experience and Complaint Management - Business Continuity and Operational Resilience **Knowledge/Skills/Competencies/Education:** - Degree in Insurance, Finance, Business Administration or a related field - At least 15 years of claims experience, including leadership experience in life insurance claims - Proven experience in claims operations management, performance management, governance, and regulatory compliance - Experience in process improvement, automation, digital transformation, and claims operating model design - Transformation-ready leadership skills - Customer-centric mindset with sound commercial judgment and risk awareness - Proven leadership capability in talent development, succession planning, coaching, and team engagement - Effective stakeholder management skills across distribution, product, underwriting, medical, actuarial, legal, compliance, IT, vendors, and external partners - Change management capability to lead teams through transformation and embed new ways of working - Effective communication, influencing, problem-solving, and decision-making skills ## Skills ### Required - claims operations management - performance management - governance - regulatory compliance - process improvement - automation - digital transformation - claims operating model design - leadership - talent development - succession planning - coaching - team engagement - stakeholder management - change management - communication - influencing - problem-solving - decision-making --- Source: [Apply at manulife.wd3.myworkdayjobs.com](https://manulife.wd3.myworkdayjobs.com/en-US/MFCJH_Jobs/job/Hong-Kong/Head-of-Claims_JR26100781-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)