Country Claim Manager

QBE Insurance Group Limited (QBE Group), founded in 1886, is a general insurance and reinsurance company listed on the Australian Securities Exchange (ASX). QBE has grown and evolved to become an international insurer and reinsurer with a local presence in 26 countries. Leveraging our deep expertise and insights, today QBE offers commercial, personal and specialty products and risk management solutions to help people and businesses manage risks, build strength and embrace change to their advantage.
QBE Vietnam is committed to businesses and the further development of Vietnam. We can combine in-depth knowledge and expertise developed in our market and draw on the collective global resources of the entire Group to provide tailored risk solutions.
We are looking for high calibre personnel to join QBE Vietnam in Ho Chi Minh City.
Job Profile Summary:
The purpose of this role is to oversee the operational and technical aspects of the team, ensuring efficient claims handling through best practices. This role involves driving continuous improvement initiatives to enhance quality and service while building strong relationships with both internal stakeholders and customers. The role goes beyond traditional claims management and is expected to operate as a strategic partner to the business, leveraging data, technology, and customer insights to drive profitable growth, enhance customer outcomes, and position Claims as a key differentiator in the market.
Job Description:
• Establish methods and procedures to manage, supervise, and direct the claims operations in a cost-effective manner.
• Set department goals and policies in conjunction with business plans to ensure objectives are met.
• Identify, analyze, recommend and implement process improvements in functional areas.
• Achieve specific key performance indicators and strive to find better ways to improve overall service delivery.
• Act as a critical point of escalation on complex, denied or pending claims.
• Cultivate positive relationships with internal and external customers to accomplish organizational goals.
• Translate claims insights into underwriting actions and portfolio strategy.
• Co-own profitability with UW (loss ratio, risk selection, product feedback).
• Lead adoption of data-driven claims decision making.
• Champion AI/ automation use cases in claims.
• Deliver measurable outcomes (NPS, turnaround time, engagement scores).
• Support new business wins through claims differentiation.