What the role is?

This is a key leadership role within the Claims function, responsible for strengthening agency and brokerage relationships while driving service excellence, operational efficiency and customer-centric claims support.

The successful candidate will lead a team to deliver strong customer outcomes across claims servicing, including concierge case management support and timely resolution of complex and escalated cases.

The role also drives service KPIs, claims process standardization and digital adoption through stakeholder engagement, communication and training.

• Lead and develop the team through effective coaching, performance management and alignment to departmental strategy and governance.
• Oversee agency claims hotline support, concierge services, VOC and complaints handling to ensure timely, accurate and customer-focused resolution.
• Analyze claims data to identify trends, service gaps and improvement opportunities, and drive preventive actions.
• Partner with distribution and internal stakeholders to enhance end-to-end claims experience, including training on requirements, documentation and digital journeys.
• Drive operational improvement, e-Service adoption and strong compliance with regulatory, quality and internal control standards.

Who we look for?

• Degree holder with at least 10 years of relevant claims experience in insurance, including complex claims, stakeholder servicing and team leadership.
• Strong knowledge of claims operations, protocols and digital servicing platforms, with sound judgment and a customer-focused mindset.
• Strong relationship-building skills with agency, broker and internal stakeholders.
• Proven people management, communication and stakeholder management skills, with the ability to drive service improvements across functions.
• A proactive, with extensive industrial network, service-driven leader with a passion for continuous improvement and customer experience enhancement.