FIND YOUR BETTER AT AIA
We don't simply believe in being The Best. We believe in better - because there's no limit to how far better can take us.
We believe in empowering every one of our people to find their better - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.
If you believe in better, we'd love to hear from you.
About The Role
To lead and oversee the strategic and operational management of Individual Life claims, ensuring timely, compliant, and customer-focused service delivery. The role supports the company's business goals, regulatory obligations, and departmental KPIs through innovation, governance, and people leadership.
Roles And Responsibilities
Lead Life Claims Operations (30%)
Oversee the assessment and governance of Life Claims to ensure timely, accurate, and compliant decisions.
Drive Strategic Projects and Automation (25%)
Lead digital transformation initiatives including RPA, macro automation, and e-Submission platforms to improve efficiency, reduce manual work, and optimize resources.
Enhance Process and Productivity (15%)
Drive process improvements to boost productivity, reduce turnaround time, and ensure sustainable workload management. Lead strategic initiatives in automation, digitalization, and process reengineering to enhance operational efficiency and elevate customer experience.
Stakeholder Engagement and Collaboration (10%)
Foster strong partnerships with cross-functional teams (Finance, Legal, Technology, Distribution) to drive strategic initiatives and product launches. Champion alignment across stakeholders to ensure seamless execution and shared outcomes. Strengthen agency capabilities and engagement through targeted roadshows, workshops, and advisory clinics.
Team Leadership and Development (10%)
Mentor and develop team members, foster engagement, and build a resilient, high-performing team culture.
Compliance and Quality Assurance (10%)
Ensure adherence to regulatory requirements and internal policies, with zero AML breaches and consistent audit compliance. Lead audits (internal/external/self) and implement controls to mitigate risk and prevent abuse. Ensure team meets KPIs and deliverables.
Minimum Job Requirements
- Bachelor's Degree in Insurance, Business Administration, Finance, Law, Medical Sciences, or related disciplines.
- Minimum 8–10 years of claims experience within the insurance industry, with significant exposure to handling complex and high-value claims.
- Minimum 3–5 years of people management experience, including leading, coaching, and developing claims teams.
- Strong knowledge of life, health, medical, and major claims assessment principles, claims operations, and regulatory requirements.
- Proven experience in managing complex claims investigations, claim escalations, disputes, and stakeholder negotiations.
- Strong understanding of insurance industry regulations, governance, compliance requirements, and fair claims practices.
- Excellent analytical, decision-making, and problem-solving skills with the ability to exercise sound judgment in complex claim cases.
- Strong stakeholder management and communication skills, with the ability to engage effectively with senior management, reinsurers, medical professionals, legal partners, and external stakeholders.
- Demonstrated ability to drive operational excellence, process improvements, and service quality initiatives.
- Proficient in claims systems, data analysis, and Microsoft Office applications.
- Professional insurance qualifications (e.g., DMII, AMII, ACII, ANZIIF or equivalent) will be an added advantage.
- Experience in leading major claims transformation, governance, or strategic claims initiatives is highly desirable.
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date. 
