Senior Manager, Client Benefits Management

The Senior Manager, Client Benefits Management is responsible to:
• Propose, initiate and manage operations of Claim admin and investigation team to ensure team's activities smoothly executed in accordance with the corporation philosophy, Company principle and guidelines; Monitor quality and productivity of admin staff to ensure fast, accurate and comply with Sun Life standards assessment as Claims guidelines and cost efficiency;
• Give user requirement to enhance systems to increase automation, minimize errors, and reduce manual works; implement some special service like as calling to medical advisory, set up desk investigation ... to make SLVN's Claims service reliable and earn the trust of customers.
• Be responsible for controlling Claim admin's budget and training/ developing/ effectively utilizing Claim admin's human resources.
Main Responsibilities:
+ Responsible for leading the Claim admin & investigation team to successfully complete tasks by assigning tasks to members fairly, transparently, and reasonably; Creating a dynamic work environment with strong teamwork; facilitating problem-solving and collaboration; empowering team members; and proposing ways to improve service quality and processes.
+ The Claim admin & investigation tasks are required to have at least 98% accuracy and be completed within TAT of 99%
+ Participate in system set up/ enhancement/ UAT for Claim field to improve the automation transaction/process and new product launching: develops functional requirements of applications and projects of medium size and/or complexity; reviews, analyzes, and evaluates user needs; participate in software design and prototyping new or enhanced applications; develop new and innovative solutions to customer
+ Responsible for effectively managing the Claim admin & investigate team's resources: goals setting and service standards; conduct performance reviews and hold regular 1:1 meeting with employees to provide effective feedback; proposing HR actions related to subordinates (recruitment and dismissal, promotion, disciplinary action, etc.); attracting, engaging, developing and retaining talent
+ Participate in establishing/updating Claim procedures and guidelines in line with the Company's vision and mission and provide training on them to Claim employees and relevant departments.
+ Responsible for proposing the Claim annual budget plan and managing the approved budget, and perform other Claim tasks as assigned (handle complaints related to Claim fields, answer mailbox/ hotline inquiries...)