Position Objective
The Assistant Manager / Manager, Non-Medical Claims is responsible for overseeing motor & non-motor claims operations, ensuring efficient claim settlement, regulatory compliance, and achievement of service standards. The role will drive operational excellence, manage complex claims cases, monitor team performance, and work closely with internal and external stakeholders to enhance customer outcomes and business performance.
Key Responsibilities
- Manage the end-to-end processing and administration of Motor and Non-Motor Claims, ensuring timely and accurate claims assessment and settlement.
- Review, evaluate, and approve claims within delegated authority limits and in accordance with company policies and regulatory requirements.
- Handle complex and escalated claims cases, providing appropriate recommendations and resolutions.
- Monitor daily claims operations and ensure service turnaround time (TAT) targets and operational KPIs are consistently achieved.
- Prepare and analyze daily, weekly, and monthly claims reports, identifying trends, issues, and opportunities for improvement.
- Ensure proper claims investigation, documentation, reserving, and settlement processes are maintained.
- Liaise with internal and external stakeholders, including adjusters, investigators, legal representatives, workshops, service providers, intermediaries, and customers on claims-related matters.
- Manage customer complaints and escalations to ensure timely and satisfactory resolution.
- Monitor claims leakage, fraud indicators, and operational risks, escalating issues where necessary.
- Support and guide junior team members on claims-related matters to ensure consistency and quality of service delivery.
- Identify and implement process improvement initiatives to enhance operational efficiency, customer experience, and claims governance.
- Ensure compliance with internal guidelines, regulatory requirements, audit standards, and company policies.
- Participate in system enhancement projects, business initiatives, and process transformation activities related to Claims Operations.
Requirements
- Bachelor's degree in insurance, Business, Finance, or a related discipline.
- 6–8 years of General Insurance Claims experience, with strong exposure to Non-Motor Claims and Motor Claims (TPBI and Own Damage).
- Prior experience in team leadership, supervision, or mentoring responsibilities.
- Strong understanding of claims governance, regulatory requirements, and claims best practices.
- Experience managing complex claims and customer escalations.
- Strong stakeholder management and communication skills.
- Analytical mindset with the ability to identify trends and drive operational improvements.
- Proficient in Microsoft Excel and claims management systems.
