Director / Associate Director, Claims
Manulife — Hong Kong
Posted 2026-10-06
Overview We are seeking a seasoned and strategic Director / Associate Director to support the Team Manager in overseeing the end‑to‑end Claims BAU for both Group and Individual Life & Health businesses, covering reimbursement and cashless / pre‑authorization (PA) processes. This role is accountable for complex, escalated case and complaint handling, ownership of key controls, and effective management of rising claim volumes and FWA (Fraud, Waste & Abuse) activities. The focus is on delivering exceptional claims experience, managing risk, supporting distribution channels, and fostering team development. This role also involves collaborating with various stakeholders to drive operational and service excellence in claims initiatives. Key Responsibilities Claims Operations Support the team manager in overseeing the end-to-end claims operations across reimbursement and cashless processes, ensuring fair, efficient and transparent claims handling. Collaborate with stakeholders to manage complex cases, complaints, and appeals, ensuring smooth professional resolution. Monitor operational performance and drive improvement initiatives to sustain service excellence amid rising workloads. Conti