Assistant Manager - Major Claims

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Process & approve Claims (both major & minor claims), assist in higher approval of claims exceeding assessors’ authority, provide agency enquiry support, participate in departmental projects to enhance the operational efficiency and supervise subordinates in handling daily operational issues.

• Follow up on additional supporting documents to facilitate the decision on underwriting, compliance and premium financing after case submission
• Prepare and check decline / after investigation letters
• Approve clean Claims (including cross checking benefit calculations, follow-up with CS, hotline, channels)
• Approve non clean Claims (including cross checking benefit calculations, follow-up with CS, hotline, channels)
• Conduct claims investigation
• Prepare tailored made letters (including decision and investigation letters)
• Handle ad hoc assignments from management

• Develop user manual, stakeholders communication and conduct user training sessions
• Handle ad hoc assignments from management
• Review manual claims letter (e.g. counter offer, rescind)

• Train up new joined staff to obtain claims authority
• Review escalated cases from junior staff
• Provide support to minor and pre-authorisation claims if needed

• Handle system-related enquiries from internal staffs
• Handle enquiries and complaints from customers, agents (including telephone and emails where necessary), and internal staff
• Manage the turnaround of the claims related request (e.g. claim cases, enquiries)
• Assist manager to allocate proper resources on daily tasks
• Lead team and manage workload for the team (e.g. resource allocation based on demands)
• Manage staff performance and development (e.g. coaching, mentoring, regular feedback etc.)
• Provide guidance to junior staff on complex and non-standard cases

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.