Associate Director, Claims

We are seeking a seasoned claims professional on a project-based basis, either as a contractor or full-time employee, to support claims and health transformation projects and initiatives, and/or our daily operations. The position involves optimizing Claims functions, including the entire claims journey for both reimbursement and cashless processes, to ensure efficient end-to-end claims processing, enhance claims experience delivery, manage risk, support distribution channels, and foster team development. Collaboration with various stakeholders is crucial to drive operational and service excellence in claims and health initiatives.

Position Responsibilities

• Transformation Projects and Initiatives

  • Support end-to-end claims transformation project, ensuring successful implementation and alignment of stakeholders’ expectations throughout the project lifecycle.

  • Collaborate with claims specialists to elicit, document and validate business requirements.

  • Liaise with internal stakeholders and external vendors to ensure that technical solutions align with business needs, strategic goals and KPI targets, while adhering to quality, security and compliance standards. 

  • Develop and define KPIs and metrics for tracking operational efficiency and effectiveness.

  • Formulate and implement change management strategies to facilitate transformation adoption, including communication, training and stakeholder alignment.

  • Promote a culture of innovation and continuous improvement.

• Operational Optimization and Risk Management

  • Support claims team managers in executing company strategies, plans, and initiatives related to reimbursement and cashless claims processes.

  • Utilize data insights to identify areas for process enhancement and drive operational and service excellence with recommendation of sound solutions.

  • Engage in company projects and initiatives in alignment with business objectives, focusing on BAU support and transformation efforts.

• Work with the Claims Risk Manager and relevant stakeholders to enhance fraud, waste & abuse controls and claims governance for maintaining high standards for both reimbursement and cashless claims processes.

• Provide training and guidance to the team to enhance technical competence and service quality.

Required Qualifications

• Degree holder or above.

• Professional qualifications (e.g., FLMI, ICA) will be advantageous.

• 8-10 years of claims experience in Individual Life Business and/or Group Life & Health.

• Proven track record in process improvement, automation, and digital transformation in insurance or healthcare.

• Strong understanding of claims life cycle and regulatory frameworks.

• Strong attention to detail.  

• Strong analytical, communication and problem-solving skills. 

• Ability to work independently under tight schedules.

• Proficiency in MS Word, MS Excel, MS PowerPoint, and Chinese Word Processing.

• Good command of English, Chinese, and Mandarin, both spoken and written.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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 https://www.manulife.com/en/about/our-story.html.

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 [email protected].