**The opportunity** The Head of Claims is responsible for overseeing the claims department, ensuring efficient and effective claim processing. This role involves strategic leadership, development of standard operating procedures and other related policies, maintaining high standards of customer service and experience and adherence to compliance and other regulatory requirements. **Responsibilities** + Responsible to lead and manage the claims team, providing guidance and support, to ensure high performance and engagement and work with the team to plan for their professional development. + Plan and review the end-to-end claims process, ensuring the timeliness and accurate settlement of claims and responsible to plan for claims projects as per the specified timelines. + Accountable to develop and implement policies and procedures for claims management to ensure consistency and compliance with regulatory requirements which includes and not limited to Anti Money Laundering Act (AMLA), Unclaimed Monies, Common Reporting Standard (CRS), Foreign Account Tax Compliance Act (FATCA) and the other rules and guidelines relevant to Claims departments. This includes keeping abreast with the latest updates on the industry regulations. + Responsible to review the quality assurance for internal claims teams as well as Third-Party Administrators (TPAs) and be involved in internal audits. This includes reviews to ensure the quality and accuracy of claims adjudication and plan for corrective actions. + Responsible to build and maintain strong relationships with the vendors, especially TPAs to ensure that they can address our needs and concerns effectively. + Responsible to manage the TPAs and review their performance as per the scope of work agreed in the contract. + Responsible to develop and execute strategies to improve claims operations and enhance customers’ and distributors’ satisfaction. + Responsible to prepare and present reports to internal and external parties (eg. LIAM or regulators) on claims activities, trends, and performance to senior management while ensuring the accuracy, completeness and meet the specified timelines. + Accountable for an efficient claims management which initiatives will contribute to claims savings as defined by management on yearly basis + Manage any assignments as and when required by the superior and or management. **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** + Degree in related field or at least 10 years’ experience in Insurance Industry, preferably Claims and a minimum of 5 years working experience as manager/ supervisor in insurance industry. + Able to work long hours, public holidays and weekends as required. + Familiarity with working with AS400 systems and Microsoft Office. + Technically sound in claims management, processing and insurance regulations. + Good interpersonal skill; Approachable, resourceful, and proactive and able to communicate difficult concepts and information to customers in an easy layman understanding. + Strong leadership and facilitation skills + A leader who can work with different type of people and motivate the team and boost up energy levels. + Demonstrated ability to communicate effectively, both written and verbal in English and Bahasa Malaysia + Ability to learn, to explain ideas, and to document outcomes. + Good and creative problem solving and analytical skills. + Ability to influence others and move toward a common vision or goal. + Flexible and adaptable; able to work in an ambiguous environment. + Forward thinking with ability to provide at a holistic approach to an issue. + A disciplined thinker with an ability to challenge the status quo. + Able to anticipate issues and think proactively to resolve issues and risks. **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 cultureWe lead with our Values every day and bring them to life together. + Boundless opportunityWe create opportunities to learn and grow at every stage of your career. + Continuous innovationWe invite you to help redefine the future of financial services. + Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives. + Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact. **Acerca de John Hancock y Manulife** Manulife Financial Corporation es un importante grupo internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Nuestra sede mundial se encuentra en Toronto, Canadá, y operamos como Manulife mediante nuestras oficinas de Canadá, Asia y Europa, y principalmente como John Hancock en Estados Unidos. Brindamos servicios de asesoría financiera, seguros y soluciones de gestión patrimonial y de activos para personas, grupos e instituciones. Para finales de 2022, ya contábamos con más de 40,000 empleados, más de 116,000 representantes y miles de socios de distribución que brindaban nuestros servicios a más de 34 millones de clientes. Para finales de 2022, los activos que gestionamos y administramos fueron de CAD 1.3 billones (USD 1.0 billones), incluidos los activos invertidos totales de CAD 0.4 billones (USD 0.3 billones) y los activos netos de fondos segregados de CAD 0.3 billones (USD 0.3 billones). Cotizamos en las bolsas de valores de Toronto, Nueva York y Filipinas como “MFC” y en la de Hong Kong como “945”. **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, desarrollar y retener una fuerza laboral tan diversa como los clientes a los que servimos, y para fomentar un entorno de trabajo inclusivo que abarque la fuerza de las culturas y las personas. Estamos comprometidos con el reclutamiento justo, la retención, el ascenso y la compensación, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y la lactancia), orientación sexual, características genéticas, estatus de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley aplicable. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información compartida durante el proceso de solicitud de adaptación será almacenada y utilizada de manera congruente con las leyes aplicables y las políticas de Manulife/John Hancock. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . Semana de Trabajo Comprimida Híbrido