Director/ Associate Director, Claims

Manulife Hong Kong is seeking fora Claims Director to be responsible for team performance across cashless process to group and individual claims. This will be a key role for adjudication of complex cases, handling complaint and regulatory responses, as well as contribution to claims-related projects.

Position Responsibilities

Daily Operations

• Assist the CCRM in overseeing the entire claims journey and ad hoc tasks, including BAU of both reimbursement & cashless/preassessment processes.
• Adjudicate and review complex or escalated cashless cases or claims, both major and minor, ensuring compliance with policy provisions and regu latory requirements.
• Collaborate with stakeholders to manage complex cases, complaints, and appeals, ensuring smooth & professional resolution.
• Monitor team performance and KPIs, focusing on continuous improvement to deliver enhance claims service that enhance customer experience.

Claims Risk Management

• Support CCRM in risk management.
• Regular review system access and approval limits for alignment with company policies and audit standards.
• Ensure consistency and integrity in the assessment approach and decisions across the team, covering cashless/pre-assessment cases and claims.
• Conduct post-audits and reviews of cashless/pre-assessment cases for consistency and integrity with claims assessment across the team.
• Deliver timely and effective training for assessors on new or updated guidelines.

Projects and Initiatives

• Lead and/or support company and departmental initiatives.

Required Qualifications

• Degree holder or above
• Over 10 years of claims experience in Individual and/or Group claims, including cashless/pre-assessment cases handling
• Experience in complaint handling and risk management is advantageous
• Able to work independently under tight schedule
• High attention to detail good interpersonal and communication skills
• Strong analytical, conflict resolution and problem-solving skills
• Proficiency in MS Word, MS Excel, MS PowerPoint and Chinese Word Processing
• Good command of English, Chinese and Mandarin, both spoken and written

When you join our team

• We'll empower you to learn and grow the career you want.
• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .