Associate Director/ Senior Manager, Claims Services

This role serves as a central point of expertise in managing stakeholder communications and delivering service excellence aligned with company values. It focuses on claims servicing for a high-performing agent group, while also driving operational improvements across multiple service platforms.

Position Responsibilities:

• Assisting the Director in delivering seamless and effortless claims and health support services to top-tier individual agents, ensuring they receive the highest level of service and support.

• Provide support to distribution channels, including agencies, by conducting health claims training, workshop, and implementing interactive and effective methods of agency education..

• Collaborate with stakeholders to support assigned duties, including participating in project transformations and product development.

• Assist in implementing changes aligned with the Company's health strategy for transformation initiatives.

• Coordinate with healthcare providers to implement health service programs that address and fulfill customers' health and wellness needs.

• A collaborative team player with a customer-centric focus, dedicated to driving and implementing changes in partnership with internal stakeholders.

• Participate in the development of competitive, risk-based, and evidence-based claims practice guidelines, standards, procedures, and key performance indicators (KPIs).

• Stay updated on the impact of regulatory changes on claims and ensure alignment of claims practices with regulatory requirements and internal standards and procedures.

• Diligent and professional, exhibiting a positive and respectful demeanor. Committed to working with honesty and integrity, adept at managing pressure, and taking ownership of assigned tasks.

• Self-motivated and attentive, with strong time-management and prioritization skills. Open and respectful of different opinions, and proactive in sharing ideas for improvement.

Required Qualifications:

• Over 10 years' experience in the Hong Kong/PRC insurance industry, with at least 5 years in customer-facing roles, preferably in claims handing.

• Excellent knowledge of health claims, insurance products, claim definitions, and health & wellness initiatives.

• Strong interpersonal and communication skills, customer-centric mindset, critical thinking, and problem-solving abilities.

• Skilled in collaborative work with cross-functional teams.

• Solid knowledge in the healthcare market to meet and address customer needs.

• Proficient in technology and data analysis tools.

• A team player who consistently demonstrates strong ownership and accountability.

• Proficiency in Cantonese, Mandarin, and written/spoken English.

• Proficiency in Microsoft 365 applications (e.g. word, excel, PowerPoint etc)

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].