Manager, Claims

The Opportunity

Manulife HK is seeking an sophisticated (Assistant) Manager, Claims, who is obsessed with delivering value, possesses adjudicated experience in handling complex issue and compliant. The individual will render support in IFP Claims and support the business to deliver excellent customer experience. Candidate with less experience will be considered as Assistant Manager.

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 mindset 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 

We are looking for someone with: 

• Degree holder
• At least 2-5 years relevant working experience in life claims
• Experience in claims assessment, management of complicated/complaint cases and coaching of claims adjudicators
• Experience in supporting hotlines/complaint handling will be advantageous

Nice to Have: 

• Good interpersonal and communication skills
• Strong analytical and problem-solving skills
• Attention to details
• Able to work independently under tight schedule
• Proficiency in MS Word, MS Excel, MS PowerPoint and Chinese Word Processing
• Good command of English and Chinese, both spoken and written

On the job you will:

• Manage various projects to improve operational effectiveness and customers’ experience
• Identify business problems and solutions, provide user requirements and collaborate with relevant parties to ensure successful implementation of solutions
• Adjudicate different types of claims of individual products, handling complicated claims and appeal cases for smooth resolution
• Provide internal training to claims adjudicators including but not limited to decline & appeal handling, effectiveness of claims communications to customers/agents, and compliance & regulatory requirements in claims operations
• Prepare claims management reports and statistics
• Review and update claims guidelines and manuals
• Perform ad hoc assignments or projects

 Our commitment to you :

• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success 
• A bold ambition and set of goals to be a leader in driving transformation in our industry 
• Our best. Every day. 

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].