{"id":1945155,"url":"https://alion.io/job/manulife-director-associate-director-claims","title":"Director / Associate Director, Claims","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":88,"ghost_share":0.023,"stale_share":0.25,"repost_share":0.159,"time_to_fill_p50_days":28,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Finance","role_family":"Finance","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hong Kong"],"countries":["HK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":83000,"max_usd":186000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2969},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-06T06:12:54Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-11-03T15:32:12Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"Overview\nWe are seeking a seasoned and strategic Director / Associate Director to support the Team Manager in overseeing the end-to-end Claims BAU for both Group and Individual Life & Health businesses, covering reimbursement and cashless / pre-authorization (PA) processes.\nThis role is accountable for complex, escalated case and complaint handling, ownership of key controls, and effective management of rising claim volumes and FWA (Fraud, Waste & Abuse) activities. The focus is on delivering exceptional claims experience, managing risk, supporting distribution channels, and fostering team development. This role also involves collaborating with various stakeholders to drive operational and service excellence in claims initiatives.\nKey Responsibilities\nClaims Operations\nSupport the team manager in overseeing the end-to-end claims operations across reimbursement and cashless processes, ensuring fair, efficient and transparent claims handling.\nCollaborate with stakeholders to manage complex cases, complaints, and appeals, ensuring smooth professional resolution.\nMonitor operational performance and drive improvement initiatives to sustain service excellence amid rising workloads.\nContinuously enhance business processes, workflows and capacity to support business growth.\nAdjudicate and review complex or escalated claims, both major and minor, in accordance with policy provisions and regulatory requirements.\nMaintain and regularly update manuals and guidelines to reflect current best practices for both reimbursement and cashless claims.\nRegulatory Matters & Customer Experience\nLead the handling of complex complaints and claim disputes, ensuring fair outcomes and clear communication.\nLiaise with regulatory bodies on claims-related matters, ensuring timely, accurate responses and alignment with regulatory requirements.\nCollaborate closely with the Customer Service Team to study customer pain points across reimbursement and cashless/PA claims journeys, and co-develop improvement actions.\nRegularly review claims communications and operational practices to enhance overall customer experience and NPS outcome.\nClaims Risk Management\nCollaborate with the Claims Risk Manager and Chief Medical Officer to ensure the claims practices are consistent, prudent, customer-centric, and aligned with the company's risk appetite and market standards.\nEnsure consistency and integrity in the claims assessment and decision-making across the reimbursement and cashless claims teams. \nStrengthen risk-based assessment frameworks, with a focus on higher-risk and FWA-suspected cases.\nEnsure the timely and competent training of claims assessors on new or revised guidelines, including the nuances of cashless claims processing.\nRequired Qualifications\nDegree holder or above.\nAt least 10 years of claims experience in Individual and/or Group Life & Health business.\nExperience in FWA management, complaints handling and regulatory interactions is strongly preferred.\nProfessional qualifications (e.g. FLMI) are preferred.\nProficient knowledge of insurance products and regulatory requirements (e.g. AML, FATCA, CRS, local insurance regulations).\nAble to work independently under tight schedule and lead remote teams.\nStrong attention to detail.\nExcellent interpersonal, stakeholder management and communication skills, including complaint resolution and negotiation. \nStrong analytical, problem-solving and conflict resolution capabilities.\nProficiency in MS Word, MS Excel, MS PowerPoint, and Chinese Word Processing.\nGood command of English, Chinese, and Mandarin, both spoken and written.\nWhen you join our team:\nWe’ll empower you to learn and grow the career you want. \nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. \nAs part of our global team, we’ll support you in shaping the future you want to see.\nAbout Manulife and John Hancock\nManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.\nManulife is an Equal Opportunity Employer\nAt 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.\nIt 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 .\nWorking Arrangement\nHybrid","description_format":"text","description_chars":5469,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Chinese","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-06T06:12:54Z"}],"visa":[],"liveness":{"score":65,"band":"ok","label":"Likely open","p_open":1,"p_active":0.867,"p_room":0.75,"age_days":27,"expected_fill_days":28,"reasons":["conf:1","velocity","win:late","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/manulife-director-associate-director-claims","json_url":"https://alion.io/job/manulife-director-associate-director-claims.json","meta":{"generated_at":"2026-11-03T17:17:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24043,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6650},"rest":"https://alion.io/mcp/rest/get_company?id=6650"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmanulife-director-associate-director-claims"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmanulife-director-associate-director-claims"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmanulife-director-associate-director-claims"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/manulife-director-associate-director-claims\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmanulife-director-associate-director-claims"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1945155}},{"tool":"search_jobs","arguments":{"company":"manulife.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1945155},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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