Manager, Claims

• This role provides onsite leadership for Claims execution in CTC, managing daily operations, people performance and quality outcomes under Hong Kong Claims governance.
• To lead and manage Claims operations in CTC, ensuring timely, fair and compliant claims processing, while delivering stable service performance and continuous improvement.

• Lead end-to-end Claims processing activities in CTC, ensuring accuracy, timeliness and compliance.
• Manage daily workflow, case allocation and capacity planning to meet service targets.
• Review and approve claims within delegated authority and manage escalated cases.
• Ensure compliance with claims policies, regulatory requirements and internal controls.
• Lead, coach and develop claims team members, strengthening assessment capability and authority levels.
• Identify opportunities to improve claims efficiency, quality and customer experience

• Claims turnaround time and SLA achievement
• Accuracy and error rate
• Customer complaint indicators
• Team capability and stability

• Hong Kong Claims leadership
• Customer service and quality teams

• CTC Offshore Operations leadership

• Claims approval within delegated authority
• Operational prioritization and resource allocation
• Escalation recommendations for complex or sensitive cases

• University graduate with solid experience in life insurance claims operations.
• Relevant experience in claims assessment, claims processing or claims management roles.
• Demonstrated experience in managing operational teams and handling delegated authority is required.

• Strong understanding of claims assessment principles, policy terms and regulatory requirements.
• Knowledge of claims controls, fraud awareness and quality assurance practices.
• Ability to manage claims operations through service metrics, quality indicators and customer outcomes.
• Strong analytical skills to identify trends, risks and improvement opportunities in claims operations.

• Strong sense of fairness, integrity and risk awareness.
• Decisive and confident in making judgment-based decisions within delegated authority.
• Effective people leader with a coaching and development mindset.
• Customer-focused while maintaining compliance and governance standards.
• Ability to manage sensitive issues and escalations with professionalism.

FWD Group