Asia Head of Claims

The Asia Head of Claims is accountable for overseeing the day-to-day running and management of claims partnering with business units to execute solution to reduce Fraud Waste and Abuse review claims process to improve efficiency and portfolio and customer experience. This role owns claims outcomes operational discipline regulatory compliance and reputational risk across all markets. It is responsible for ensuring:

• Claims are processed fairly consistently and within corporate and regulatory standards
• Pending and aged claims are actively managed and processed
• Fraud Waste and Abused claims are identified effectively
• TPAs are tightly governed and held to account
• Escalations and complaints are managed decisively

Collaboration across the various functions of operations pricing risk proposition marketing advanced analytics and distribution will be key in forming the approach. This role will require frequent interfacing with regional and country level COOs and functional executives and getting on the ground to better assess and drive success.

Key Responsibilities:

1) Asia Business Units Claims Oversight & Management (BAU Core Accountability)

• Provide end-to-end regional oversight of claims operations across Asia ensuring consistent fair and timely claims management in all markets.
• Own BAU claims operations control including adherence to service standards turnaround times decision quality and documentation discipline.
• Ensure SLA management and active control of aged and pending claims with clear escalation accountability and resolution.
• Oversee claims related complaints management ensuring timely resolution defensible outcomes and minimal regulatory or reputational exposure.
• Monitor and manage market level claims performance intervening directly where standards controls or outcomes fall below expectations.

2) Fraud Waste & Abuse (FWA) Control

• Own the regional approach to fraud waste and abuse prevention and detection within claims.
• Ensure effective identification investigation and escalation of suspicious or high risk claims.
• Oversee consistent application of investigation standards and referral processes across markets and TPAs.
• Drive actions to reduce leakage and protect portfolio integrity while maintaining fair customer outcomes.

3) Regulatory Compliance Risk & Governance

• Ensure claims operations across Asia fully comply with local regulatory requirements market conduct standards and policyholder protection rules.
• Define maintain and enforce regional and global claims governance frameworks including policies SOPs authority limits and escalation matrices.
• Provide guidance and structure to support local teams in meeting regulatory and audit expectations.
• Act as the senior regional point of accountability for claims related regulatory engagement audits and remediation.

4) TPA Oversight & Performance Management

• Own the governance and performance management of TPAs across the region.
• Ensure TPAs operate strictly within agreed SLAs KPIs authority limits and regulatory standards.
• Monitor TPA performance across turnaround times quality pending levels complaints and compliance.
• Take decisive action on underperformance including remediation plans escalation or changes to operating arrangements.

5) Collaboration & Partnership

• Partner closely with Underwriting Legal Risk Compliance Customer Operations and Distribution to ensure aligned claims outcomes.
• Partner with Operation transformation team as SME on claims transformation initiatives
• Support markets by providing clear guidance decision support and escalation leadership on complex or sensitive claims.
• Work with stakeholders to address systemic issues reduce friction in the claims process and strengthen end-to-end outcomes.
• Represent the claims function as a credible control focused regional leader with senior management and key stakeholders.

Experience & Profile

• 15 years in life insurance claims with substantial BAU leadership responsibility.
• Proven experience running claims operations at regional or multimarket levels ideally across Asia.
• Deep expertise in:
  • claims governance and regulatory engagement
  • pending claims control
  • Manage FWA
  • escalation and complaint management
  • TPA oversight
• Strong judgment resilience and confidence in taking difficult decisions.

Success Measures

• Clean controlled claims operation across Asia
• Low and stable pending and ageing claims
• Strong regulatory outcomes with no surprises
• TPAs performing to expectation
• Complaints managed decisively with minimal escalation

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 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 .