Assistant Vice President, Liability Claims

Job Scope

• Implementing the Group claims strategy and Governance Framework for Liability Claims.
• Lead the management of liability claims portfolios, including Public Liability, Product Liability, Professional Indemnity, Directors & Officers Liability, Employers Liability and other casualty classes.
• Ensure accurate policy interpretation, coverage determination, litigation management, reserving adequacy, and effective claims resolution.
• Drive recovery initiatives through subrogation, contribution, indemnity actions, and other legal recovery avenues.
• Develop technical capabilities within the Liability Claims team and promote best claims practices.
• Build strong relationships with stakeholders including panel solicitors, adjusters, brokers, reinsurers, and insureds.
• Management Information & Performance Reporting

Main Responsibility

Claims strategy and policy

• Execute the Group claims strategy and liability claims framework within the business perimeter.
• Ensure consistent application of policy wordings, endorsements, and coverage positions.
• Provide technical input to underwriting on claims trends, emerging liability exposures, and risk mitigation measures.
• Contribute to product development by providing claims insights and lessons learnt from significant claims.

Claims management and governance

• Manage and supervise liability claims handling in accordance with internal authority limits and governance standards.
• Ensure timely investigation, coverage assessment, liability determination, reserving, and settlement of claims.
• Review and approve reserve recommendations for large and complex claims.
• Monitor litigation cases and ensure effective management of panel solicitors and defence strategies.
• Ensure compliance with regulatory requirements, Bank Negara Malaysia Claims Settlement Practices, and internal guidelines.
• Ensure complaints received from customers, BNM, FMOS, PIAM and company distribution channels are promptly and effectively resolved within the time frame.

Recovery and Cost Containment

• Drive recovery opportunities through subrogation, contribution, contractual indemnities, and third-party actions.
• Identify recovery potential at an early stage of claim handling.
• Negotiate recoveries with insurers, third parties, reinsurers, and legal representatives.
• Monitor recovery performance and establish recovery strategies for significant losses.
• Control claims costs through effective management of solicitors, adjusters, investigators, and other service providers.
• Monitoring the portfolio KPI's and SLA's/targets achievement
• Detecting issues and coordinating resolution/corrective actions

Litigation and Complex Claims Management

• Oversee large, complex, catastrophic, and high-profile liability claims.
• Provide strategic direction on defence and settlement strategies.
• Manage panel solicitors and counsel to ensure optimal litigation outcomes.
• Attend mediations, settlement negotiations, and court-related discussions where necessary.
• Escalate significant claims to Management, Claims Committee, and Regional Office as required.

Claims Performance and Service Coordination

• Monitor liability claims KPIs, service standards, and operational efficiency.
• Analyze claims trends and emerging legal developments affecting liability classes.
• Work closely with underwriting, risk management, and distribution channels to improve portfolio performance.
• Ensure timely responses to brokers, insureds, and internal stakeholders.

Customer and Stakeholder Management

• Ensure professional handling of customers and intermediaries during claims resolution.
• Manage complaints from customers, brokers, Bank Negara Malaysia, FMOS, PIAM, and other stakeholders.
• Foster strong relationships with external lawyers, adjusters, forensic experts, and investigators.
• Drive negotiated settlements where commercially beneficial.

Technical Development and Talent Management

• Develop technical competency in liability claims handling.
• Conduct regular case reviews and technical sharing sessions.
• Identify training needs and succession planning within the team.
• Build a high-performance culture focused on accountability, technical excellence, and customer service.

Process Improvement and Analytics

• Review and enhance claims processes, authority matrices, and claims manuals.
• Utilize claims analytics to identify trends, root causes, and opportunities for improvement.
• Recommend initiatives to reduce claims frequency and severity.
• Support system enhancements and digital transformation initiatives.

Reports Submission

• Prepare monthly / quarterly / annual Liability Claims performance and trend analysis reports.
• Present large loss claims and reserve movements for claims exceeding prescribed thresholds.
• Submit claims committee papers, Board reports, and regulatory reports within required timelines.
• Provide quarterly updates on recoveries, litigations, and significant claims matters.
• Report emerging risks and legal developments impacting the liability portfolio.

Qualification and Experience Requirement

Education

• Degree in Law, Insurance, Risk Management, Business Studies, or related disciplines.
• Professional insurance qualification preferred (ACII, AMII, DMII, ANZIIF or equivalent).
• Legal qualification will be an added advantage.

Experience

• Minimum 10-15 years of experience in General Insurance Claims.
• Minimum 5 years in managing Liability Claims and litigation matters.
• Strong experience in Public Liability, Product Liability, Professional Indemnity, Employers Liability, and Financial Lines claims.
• Hands-on experience in recovery/subrogation management is highly preferred.
• Experience handling large and complex liability losses.

Skills

• Strong claims coverage interpretation and policy analysis skills.
• Sound understanding of tort law, contractual liability, and litigation processes.
• Strong negotiation and recovery management capabilities.
• Excellent analytical, communication, and stakeholder management skills.
• Strong leadership and team development capability.
• Ability to make sound decisions on technically complex claims matters.

Line of command

Report to Head of Non-Motor and Head of Claims Operations