About the Job
Are you ready to lead and shape the backbone of our Life and Healthcare claims operations Join us as Team Lead, where you will be responsible to lead, organize and manage the Claim Support and Claim Recovery teams, ensuring excellence in service delivery, strong third party claim recovery outcomes and safeguarding the sustainability of our health insurance business.
In this role, you will provide people leadership and operational governance, oversee claim support and claim recovery function to ensure service standards, quality controls and compliance are consistently met. You will drive accurate and timely claim recoveries in support of the department's financial and service objectives, working closely with claims assessors, IT, finance, and distribution teams to enable seamless end to end claim processing and a reliable customer experience. You will also contribute to continuous improvement initiatives to enhance overall service delivery.
Team Leadership & Service Standards Control
- Lead, coach and drive a team of Claim Support and Claim Recovery staff to achieve service quality, recovery targets, employee engagement and strong performance.
- Set clear team objectives aligned to claims service standards, turnaround time and quality Key Performance Indicators.
- Track and monitor daily workflow, submission volume, capacity planning, workload distribution and productivity to ensure service levels are consistently met by leveraging on management reports.
- Conduct regular training and sharing sessions and perform regular coaching sessions to uplift competency, accuracy, judgment and compliance.
- Foster a culture of accountability, collaboration, continuous improvement and customer centric service.
Claim Registration, Payment Management and Claim Recovery
- Provide technical guidance on daily claim registration, reserving, payment requisition and claims recoveries.
- Review, validate and approve claim registration decisions recommended by staff within the authority limit empowered.
- Assess, recommend and escalate to higher approving officer on claim registration decisions where policy interpretation, coverage assessment or documentation exceptions are involved.
- Ensure appropriate reserve setting practices and escalation protocols are adhered to.
- Ensure recovery cases are documented accurately and updated consistently in systems and workflows.
- Track recovery financial performance and take corrective actions where gaps are identified.
- Act as a point of escalation for disputed or non standard claims submissions at registration and payment stage.
- Partner closely with claims assessors, IT and finance staff to ensure clean handover and strong downstream assessment outcomes.
Operational Governance & Service Excellence
- Ensure end to end claim registration, incoming document management, payment administration activities and claim recovery process are executed accurately within defined service standards.
- Drive consistent adherence to documented SOPs, workflows and controls across the team.
- Handle management reporting, operational dashboards and performance tracking for leadership review.
- Identify service gaps, root causes and implement corrective action plans.
Customer & Business Partner Relationship Management
- Lead the handling of sensitive customers, agents or third-party insurers escalations with professionalism, empathy and sound judgment.
- Ensure professional and empathetic engagement with policyholders, claimants, agents, healthcare providers and internal stakeholders.
- Strengthen working relationships with distribution channels and internal partners to support smooth claims operations.
Process Improvement & Team Support
- Support continuous improvement initiatives and manage execution of process and system enhancements performed by staff while maintaining service excellence.
- Take on ad hoc administrative or operational tasks as assigned by the supervisor.
Ensure Risk, Compliance & Regulatory Governance
- Ensure strict adherence to internal policies, governance frameworks and external regulatory requirements to maintain integrity and trust in our claims operations.
- Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks;
- Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks;
- Highlight any potential concerns/risks and proactively shares best risk management practices.
- Promote strong risk awareness and ethical standards across the team.
We are looking for people who
- Degree holder in Business Administration, Finance, Insurance, Healthcare Administration or related disciplines.
- Minimum 5 years of relevant claims operations or administrative experience, with at least 3 years in a supervisory or managerial role.
- Strong technical knowledge in insurance claims or policy administration workflows.
- Proven people leader with the ability to coach, influence and drive performance.
- Demonstrated experience managing service standards and operational risk.
- Sound judgment in handling sensitive customers cases.
- Strong communication, stakeholder management and decision making skills.
- High resilience in a fast paced environment.
- Customer-centric and meticulous with the ability to work under pressure
How you succeed
- Champion and embody our Core Values in everyday tasks and interactions.
- Demonstrate high level of integrity and accountability.
- Take initiative to drive improvements and embrace change.
- Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
- Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.
Who we are
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of AA- by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world's most highly-rated banks, with an Aa1 rating from Moody's and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World's Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
To All Recruitment Agencies
Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
