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Digital Operations, Analyst

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia AIA Full time
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

  • It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
  • And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business._
Sound like you? Then read on.

About the Role

Digital Operations is a critical role in ensuring we have great customer experience in Claims Handling.

This role will contribute to the best in class SOP and policy while ensuring that claims are handled in the most efficient, effective way while delivering a customer-centric claims service.


Roles and Responsibilities:

  • Supervise and guide claims analysts to develop and implement business processes and manage performance across all activities to achieve SLAs, business objectives and continuously improve performance.
  • Monitor and control allocated human and material resources assigned to project work and progress forecasting to ensure projects are delivered according to schedule.
  • Supervise and train subordinates on claims skills and claims administration.
  • Monitor existing processes and make recommendations to improve current processes.
  • Review, assess, and approve claims accurately within the agreed targeted service turnaround time and claims adjudication guidelines & practices.
  • Engage with customers to provide timely and accurate updates and resolutions regarding the claims; follow up additional information where required without delay; provide outcomes on the adjudication process and handle communication with internal and external stakeholders in line with the agreed procedure is needed to provide settlement of the claims.
  • Maintain good customer satisfaction by providing a professional customer support.
  • Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
  • Resolve claims issues / complaints from customers. If necessary, communicate customer issues with internal stakeholder to resolve customer issues / complaints.
  • Monitor and ensure customer related KPI are met or exceed.
  • Handle inquiries from internal and external parties within the agreed targeted turnaround time.
  • Liaise with internal stakeholders to ensure the claims payout process are completed.
  • Participate in UAT (user acceptance test) and present test outcomes/results for UAT signoff for the development of a new claims processing process.
  • For system related changes, specify the change requirements and drive the change with internal and external stakeholders, and perform user acceptance test.

Minimum Job Requirements:

  • Bachelor's degree in any field.
  • More than 6 years of working experience in claims processing.
  • Has entrepreneurial attitude with ability to work in a fast paced, flexible environment on multiple concurrent projects.
  • Resultsoriented, able to cut to the core of a problem, identify what needs to be done and work with the teams to get products launched.
  • Strong conceptual thinking combined with excellent problemsolving capabilities and an innovative mindset.
  • Ability to build relationships in an international environment with a diverse group of internal and external stakeholders at different levels of the organization.
  • Ability to communicate clearly and effectively (both oral and written) components of the operations process to stakeholders and external audiences.
  • Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._