Asia Head of Claims

The opportunity

The successful candidate will be responsible for driving transformation 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 global, 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 and distribution will be key in forming the approach. This role will require frequent interfacing with regional and 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 Advanced Analytics team 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.

Knowledge/Skills/Competencies/Education:

• Knowledge in life insurance and health insurance
• Stron g 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 required, advanced degree a plus

Personal and leadership competencies required include:

Energize

Sees change as an opportunity - to learn, grow, and excel. Capitalizes on agility, adaptability, resiliency and an always learning growth mindset. Encourage curiosity, creativity, and establishes psychological safety and trust for the team to share freely test and learn.

• Role-models effective verbal and written communication, demonstrating poise, projecting authenticity and credibility.
• Inspires and connects with a range of audiences through storytelling, sharing personal experiences, and delivering meaningful messages aligned to the organization vision and strategy.
• Helps shape the image of the organization through influence and interaction with a wide range of internal and external audiences.
• Can navigate self and others through times of transformation, with excitement and enthusiasm.
• Looks for and champions new ways of working to enable easier, faster, more reliable experiences for our employees and customers.

Connect

Creates trust, embrace growth, and nurtures connections. Relies on team and collaborates with others to produce the outcomes our customers deserve. Removes silos to find the right person with the right skillset. Demonstrates tact and bravery to have the necessary difficult conversations to help people grow and excel. Rally people around a shared goal, to drive results for customers, colleagues, and shareholders.

• Fosters a spirit of teamwork and strategic partnership across the organization, bringing the organization together around a common purpose to advance business strategy.
• Enables leaders to build connections for their teams, connecting employees with other employees, experts or resources to foster collaboration and to produce superior outcomes.
• Promotes a positive and engaged work environment where continuous learning, coaching, and feedback are an integral part of the culture.
• Can effectively coach others and actively sponsors opportunities for leaders to build coaching and mentoring capabilities.
• Ensures that talent development is one of our strategic priorities and works with leaders to make the right talent investments to achieve our organizational objectives.

Excel

Accountable to both the company and their teams for meeting and exceeding expectations. Applies global industry trends to our customer solutions. Possesses superior business knowledge and understanding of our global business, and is also organized, clear on their priorities, and transparent in their actions with others. Can articulate the goal and the steps needed to get there, while also trusting people to do their jobs and empowering teams to make decisions to get things done.

• Creates a compelling vision and sets goals with longer-term objectives and implications for the organization in mind.
• Champions a results-oriented organizational culture and motivates others to strive for meaningful impacts for the organization.
• Utilizes business and technical knowledge to educate others and help them connect the dots between decisions, actions, and impact on business results and customer engagement.
• Translates understanding of the economic or business climate and the organization's priorities to assist teams in structuring and prioritizing work.
• Fosters an environment where others are empowered to make effective decisions and takes action.
• Owns the outcome and will make difficult business and people decisions when required.
• Encourages open discussion for timely identification of risks, and coaches and models risk-aware behavior and ensures appropriate resources are in place to properly manage risks for my business/function and for the organization.

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 .