About the Role

As the Assistant Manager, Claims, you will act as the technical expert for motor and/or travel claims while leading a team of claim handlers. You will ensure high service standards, compliance with SOPs, and continuous improvement of claims processes.

You will also play a critical role in mentoring staff, managing escalations, and providing insights to senior management through accurate reporting and analysis.

🔧 Key Responsibilities

• Lead day-to-day operations of the claims team and ensure SLA/KPI targets are met
• Manage complex and large loss motor/travel claims
• Monitor claims cycles and enforce adherence to SOPs
• Handle customer complaints and regulatory escalations (e.g., FIDReC / MAS)
• Provide technical guidance and decision support to claims staff and management
• Oversee external service providers and ensure performance standards are met
• Conduct monthly audits and reviews of claims files for quality and compliance
• Prepare and present claims reports, statistics, and KPI dashboards to management
• Mentor, coach, and develop team members through regular 1:1 sessions and training
• Drive process improvements and claims transformation initiatives

🎓 Requirements

• Diploma or Degree in a relevant field
• Experience in general insurance claims
• Experience managing claims teams
• Strong experience in motor claims (travel claims experience is an advantage)
• Certifications such as BCP, PGI, CGI (preferred)
• Strong understanding of claims SOPs and local insurance regulations
• Excellent analytical, decision-making, and problem-solving skills

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