Manulife Hong Kong is seeking for Claims Director to be responsible for team performance across cashless process to group and individual claims. This will be a key role for adjudication of complex cases, handling complaint and regulatory responses, as well as contribution to claims-related projects.

Position Responsibilities

Daily Operations

• Assist the CCRM in overseeing the entire claims journey and ad hoc tasks, including BAU of both reimbursement & cashless/preassessment processes.
• Adjudicate and review complex or escalated cashless cases or claims, both major and minor, ensuring compliance with policy provisions and regulatory requirements.
• Collaborate with stakeholders to manage complex cases, complaints, and appeals, ensuring smooth & professional resolution.
• Monitor team performance and KPIs, focusing on continuous improvement to deliver enhance claims service that enhance customer experience.