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. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

WE ARE LOOKING FOR .....

• Assist Claims Team Head in managing claims team operations, to ensure committed service standard is achieved
• Assist in coaching Claims Team members, provide training and support not only on claims process, also on customer services skills
• Support new project initiatives – design & documentation, testing & delivery

Roles and Responsibilities:

Managing Claims Team operations

• Oversee daily claims operations of team and OSS, to ensure claim service standard are met through service benchmark, process turnaround time, output accuracy, and agency/brokers/clients/members satisfaction
• Review, propose and implement procedures/workflow and claim practices/guidelines to uplift team operation efficiency
• Advise team leader on any anticipated problems in daily claims operations and make recommendations on resolutions
• Coach and provide technical training to team members – both in HKCS and OSSCS

Claim Payment Review/ Processing

• Check and approve in-hospital claims when OSS exceed their granted authority
• Process, review and approve major claims
• Perform quality control on overall claims process

Claims Servicing

• Handle enquiries and complaints from customers including agency, brokerage, policyholders and members, to provide professional advice and services on claim related issues
• Work closely with CCS, Contact Center, Care & Network Team and other stakeholders to solicit customers’ feedback for better customer satisfaction management, also to improve our end-to-end claims process
• Help preparing complaint investigation and coordinate with teams to reassure prompt settlement to customers

Quality Assurance and Compliance

• Ensure claims function delivered is in compliant with any regulatory requirements and the Company’s policy and practices
• Ensure team members handle clients’ personal information with care
• Ensure claim service standard are met through service benchmark, process turnaround time, output accuracy, with satisfaction from our stakeholders

Projects

• Act as a SME of CS claim in Project Coast – Coast Claims Module and Claims Transformation
• Participates in projects as task force members in research; planning & organize; implement & manage; and evaluation on ad hoc projects related to Company, Operation, and CCS Business
• Monitor and liaise with stakeholders to ensure smooth collaboration, timely delivery on Projects execution

Other responsibilities (5

• Responsible for identifying and recommend good performers and assess their ability as potential successors for the responsible areas
• Performs other responsibilities and duties periodically assigned by management in order to meet operation and/or other requirements

Minimum Job Requirements:

• University / college graduate plus at least 7 years related working experience or equivalent combination of education and relevant experience
• Claim knowledge in a life insurance company. Expertise in Employee Benefits  claims process is in advantage
• Demonstrate strong interpersonal and communication skill to deliver training and coaching among team
• Self-motivated, analytical and detailed minded in problem solving
• Customer-oriented with good teamwork and good communication skills
• Good knowledge on Excel, Word, and PowerPoint
• Excellent command of written and spoken English and Chinese (Cantonese and Putonghua)

Others:

• You are required to obtain the relevant license(s) if your job involves regulated activities

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.