We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
In Office
Job Description
The opportunity
This person is responsible for a leading a team of claims specialists in adjudicating claims payments to our individual life, and accident & health insurance customers. The successful candidate will be required to leverage technologies and analytics to review and improve processes and systems to enable efficient processing of claims, with a strong focus on customer-centricity, while managing operational risks associated with claims administration.
Responsibilities
- Lead a team in adjudicating claims payments to our individual life, and accident & health insurance customers.
- Assess and approve individual life, and accident & health insurance claims within service standards.
- Conduct claims audits across claims assessors and provide audit updates to stakeholders.
- Develop and implement initiatives and solutions aimed at modernizing the claims experience for customers and beneficiaries.
- Utilize technology and analytics to automate processes to reduce touchpoints, eliminate backlogs and improve claims decision making and efficiency in claims team.
- Utilize data analytics to identify red flag scenarios to combat fraud in claims
- Provide timely & accurate data reporting to management, regulatory bodies and regional office, such as statistics updates on all admitted, paid claims and/or declined claims, to Actuarial for LIA, Regional Office, etc.
How will you create impact?
You will enhance the ability to streamline and optimize the claims process, resulting in improved efficiency, faster resolution times, and ultimately, greater customer satisfaction.
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 approach 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.
What we are looking for
- Minimum 10 years insurance experience in either claims or underwriting
- Strong relationship skills with ability to influence internal and external stakeholders
- Good understanding of insurance contracts and legal framework
- Forward thinking and capable of managing teams
- Good analytic skills and ability to work independently and as part of the Claims team
- Demonstrate strong achievement orientation and look for continuous ways to improve, continually pushing for results, looking for new ways to operate the business and motivate the teams.
- Ability to lead in ambiguous, high-pressured environment, providing guidance and showing resilience in the rapid pace of change.
- Strong and practical risk taker focused on continuous self-development
- Strong written and oral communicator with the ability to speak directly to customers with empathy and sensitivity, while respecting privacy and risk
What can we offer you?
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you
- Values-first culture
We lead with our Values every day and bring them to life together. - Boundless opportunity
We create opportunities to learn and grow at every stage of your career. - Continuous innovation
We invite you to help redefine the future of financial services. - Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives. - Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
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].
