Operations Excellence - Claim is responsible for driving operational excellence by analyzing, designing, and implementing process improvements for specific area in Claim that enhance efficiency, reduce costs, and support strategic business goals. This role focuses on identifying opportunities for optimization within Claim workflows and leading initiatives that deliver measurable improvements in performance and service quality.

Anticipate future needs of Claim team including aligning AI and Digital transformation continuously to fulfill future needs. Define Operation business process improvements, communicate it to all stakeholders, to make sure the goals and the vision are clear to improve Operations KPI and aligned with overall Company strategy.

Position Responsibilities
- Process Analysis & Optimization
- Assess and map current operational processes across life insurance functions such as new business onboarding, underwriting, policy servicing, and claims.
- Identify inefficiencies, compliance risks, and customer pain points, and recommend improvements.
- Project Management




- Lead process improvement initiatives using Lean, Six Sigma, or other methodologies tailored to insurance operations.
- Define project scope, timelines, and deliverables, ensuring alignment with business and regulatory requirements.
- Stakeholder Engagement
- Collaborate with underwriting, actuarial, IT, customer service, and compliance teams to gather insights and implement changes.
- Facilitate workshops and cross-functional meetings to drive consensus and adoption.
- Performance Monitoring & Reporting
- Develop KPIs specific to life insurance operations (e.g., policy issuance turnaround time, claims processing time, NPS).
- Track and report on the effectiveness of process changes and continuous improvement efforts.
- Standardization & Documentation
- Maintain SOPs and process documentation in line with insurance industry standards and regulatory guidelines.
- Ensure documentation supports

📌 Operations Excellence (Asia)
🏢 Manulife Financial
📍 Asia