Responsible for building, managing, and optimizing all non-life insurance claims operations, ensuring that the claims settlement process is carried out quickly, accurately, transparently, and in compliance with legal regulations.
This role includes managing the claims team, controlling fraud risks, improving customer service quality, and optimizing claims costs to ensure a balance between customer experience, financial efficiency, and the company's brand reputation.
1. Management of compensation strategy and policy
- Develop and implement a compensation management strategy aligned with the company's business orientation and risk appetite.
- Establish, review, and improve processes, regulations, and compensation guidelines to ensure efficiency, transparency, and legal compliance.
- Analyze compensation data, loss trends, and fraudulent behaviors to propose solutions for cost control and optimization.
- Collaborate with product units, pricing, and reinsurance teams to improve product design and insurance terms.
- Monitor key performance indicators: processing time for claims, compensation ratio, rejection rate, and customer satisfaction levels.
- Propose and implement digitalization and automation initiatives for the compensation process to enhance productivity and customer experience.
- Represent the company in dealings with regulatory agencies, assessment partners, garages, hospitals, and other stakeholders on compensation matters.
2. Management of compensation activities and risk control
- Organize and manage compensation handling activities across the entire system, ensuring SLA and service quality.
- Monitor and approve large-value or complex compensation cases.
- Establish an internal control system to detect and prevent insurance fraud.
- Coordinate with business units, appraisal, legal, and internal audit departments to resolve disputes and complaints.
- Manage the network of compensation partners (assessors, garages, hospitals, service providers) to ensure quality and reasonable costs.
- Develop and implement programs to enhance customer experience during the compensation process.
- Evaluate the effectiveness of compensation activities, manage budgets, and propose cost optimization solutions.
- Ensure compliance with legal regulations, internal policies, and professional ethical standards in all compensation activities.
PEOPLE MANAGEMENT
- Plan and manage resources (headcount, costs) for the claims department.
- Recruit, train, and develop a team of highly skilled claims specialists.
- Establish and implement KPI systems, goals, and action plans for individuals and teams.
- Evaluate work performance and provide regular feedback to staff.
- Enhance team capabilities through professional training (operations, legal, fraud investigation, customer service skills).
- Motivate and build a professional, transparent, and customer-oriented work culture.
- Develop a succession team and ensure operational continuity.
- Communicate and implement HR policies related to the claims team.
Key Relationships - Direct Manager
Chief Operating Officer / Business Director
Key Relationships - Direct Reports
Compensation Team Leaders / Specialists
Key Relationships - Internal Stakeholders
Business Unit, Appraisal, Products, Finance, Legal, Internal Audit, Information Technology
Key Relationships - External Stakeholders
Customers, assessment partners, garages, hospitals, service providers, government regulatory agencies, lawyers
Success Profile - Qualification and Experiences
- Graduated from university or higher in Insurance, Finance, Economics, Law, or equivalent.
- Minimum of 8-10 years of experience in the non-life insurance sector, including at least 3-5 years in claims management.
- In-depth knowledge of claims handling, loss assessment processes, and related legal regulations.
- Experience in managing complex claims files and handling insurance fraud.
- Ability to analyze data, manage risks, and improve processes.