Asia Claims Transformation Head

The opportunity

The successful candidate will be responsible for driving improvement of claims KPI and management of claims to execute solutions to reduce Fraud, Waste and Abuse and improve portfolio and customer experience. S/he will be responsible for collaborating with regional & country stakeholders to review claims automatic adjudication solutions, work with data analytics team to control Fraud, Waste and Abuse as well as developing control measures to manage TPA partnership to drive a competitive advantage for Manulife.

Collaboration across the various functions of operations, pricing, risk, proposition marketing, advanced analytics, health and distribution will be key in forming the approach. This role will require frequent interfacing with country level COOs and functional executives and getting on the ground to better assess and drive success.

Responsibilities

• Drive transformational change on end-to-end claim processing using technologies to increase straight through processing under the claims value stream.
• Partner with Regional Health & AI teams to monitor portfolio experience and implement measures to reduce fraud, waste and abuse.
• Establishing selection criteria, key control measures, key performance indicators, and bonus/penalties perimeters of TPA partnership.
• Undertake a review of the organization structure to position claim as a competitive advantage.
• Partner with functional leaders to drive innovative solutions to build out claims operating model to support local business growth goals.
• Develop a comprehensive playbook that defines the claims requirements/best practices to accelerate sustainable margin expansion and growth.

How will you create impact

This role will partner and collaborate with business partners within Asia Segment to drive automation in claims processing, improve customers experience, reduce Fraud, Waste & Abuse so as to help improve the organization's profit position. In addition, this role will help Asia Segment in managing claims management vendor such as Third Party Administrator in ensuring that vendor adhere to Manulife's claims philosophy and managing claims in most efficient ways.

What motivates you

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Knowledge in life insurance and health insurance
• Strong operational and analytical background
• Track record for delivering change management and transformational initiatives
• Ability to plan, control, direct, and work cross functionally across multi-discipline functions
• Ability to anticipate business requirements around strategy, structure, culture and ability to translate new skills/organization required to lead new function
• Good interpersonal skills a forthright communicator able to build and maintain enthusiasm fluency in English
• Proven track record in establishing and managing cross-business and external partnership
• Strong negotiation and influencing skills
• 15+ years of related experience (reinsurance and insurance claims & operations experience)
• University degree requ ired, advanced degree a plus

What can we offer you

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .