Asia Claims Performance & Governance Director

About the role

The Asia Claims Performance & Governance Director drives operational excellence, performance analytics and management, governance and reporting across Asia Claims operations. The role partners with market Claims teams, Regional Operations Performance, Risk & Governance and Health leadership to set performance standards, deliver insights, strengthen governance and support strategic claims initiatives. It also acts as a key regional coordinator for claims performance reporting, dashboards, operational analytics, governance forums and fraud, waste and abuse (FWA) reporting, while supporting adjudication and improving claims automation and straight-through processing.

Key responsibilities

• Establish, maintain and refine regional Claims KPIs aligned with market needs, and partner with Regional Operations Performance on KPI definitions, data quality and corrective actions
• Run performance analytics on operational data to find trends, gaps, risks and opportunities, and recommend improvements
• Analyze claims data, referral trends and rule performance to recommend enhancements to Automated Adjudication and Straight-Through Processing, working with Claims, Underwriting and Risk
• Serve as the regional subject matter expert for claims dashboards, answering stakeholder questions, reviewing UAT outcomes and ensuring reporting gives actionable business intelligence
• Coordinate regional governance activities, support market audits under the ACAAP, and track action items
• Prepare management reporting packs, executive presentations and committee materials, and share regional reporting with global stakeholders
• Act as Records Coordinator for the regional Claims SharePoint site, maintaining governance and organization of claims documentation
• Provide support and backup for the regional Claims team as needed

Required profile

• Proven experience in insurance claims operations, operational performance management, governance or business analytics
• Demonstrated experience developing executive-level reports, dashboards and management presentations
• Experience in a regional or multinational environment is preferred

Required skills

• Strong analytical skills and ability to interpret operational data and generate insights
• Excellent stakeholder management and communication skills

Working arrangement is hybrid. Manulife describes itself as an international financial services provider and an equal opportunity employer.