Claim Service Manager

Insurance

Hang Seng Bank was one of Hong Kong's bancassurance pioneers with insurance business footprint started since 1965. Over the years, Hang Seng Bank has been committed to serve its customers by providing full spectrum of insurance products including Life Insurance manufacturing, distribution of General Insurance and Medical products, and MPF business.

Insurance is a fast-growing business and is one of the key drivers of Hang Seng Bank. As a well-established insurance entity, we take care of every need of our customers with an optimized service excellence through the Bank’s retail and commercial network, with a dedicated team of professionals in place.

Principal responsibilities

• Responsible for the day-to-day claim’s operation duties including but not limited to performing end to end claims assessment on Major & Minor claims and approve the claim within the delegation of authority; produce claims related management report for management’s oversight
• Ensure claims process and claims decisions adhered to company’s guidelines and SLA
• Provide mentoring and coaching to junior assessors or trainees to enhance professional knowledge and quality of work
• Review cases escalated from junior assessors or trainees to uplift their authorities
• Perform quality assurance check against the claim cases conducted by other claim team members, governance & audits
• Handle internal & external enquiries and complaint cases
• Identify the areas of improvement in daily operations and provide input and change requirements to drive for streamlining and automation opportunities
• Provide SME support on product development and/or ad-hoc claims related projects

Requirements

• Minimum 10 years of claims experience
• Experience in handling major & minor claims with authority
• Good in written and spoken English and Chinese
• Strong self-motivation and ability to work under pressure
• Good communication and negotiation skills, with a thorough understanding of company products and analytical mind
• Independent and strong job commitment
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes