The Head of Claims, New Business, and Underwriting primarily manages Claims, New Business and Underwriting Operations for Global Business Services (GBS).
It is accountable for the delivery & management of these major functions across Manulife’s segments in Asia, United States and Canada.
This is a key senior leadership role working closely with the General Manager of Global Business Services, focused on developing a High-Performance Team environment to ensure that GBS delivers on its strategy to become much more customer focused and deliver market leading Digital Customer Engagement.
The incumbent sets goals for the function and directs the team to achieve such goals. Responsible for the over-all performance of the function.
Has a great deal of leadership experience and leadership skills gained from handling experts in Claim, New Business, and Underwriting practice area.
Formulates strategies and drives the implementation of the same to achieve the organization’s goals. Leads global functional initiatives and special projects to ensure the alignment of Global Business Services towards business operations direction.
Ensures consistency of agreed tactical plans carried-out in all Global Business Services premises.
Responsibilities include the following :
Provide leadership and vision to the organization by assisting the General Manager of Global Business Services with the development of long range and annual plans, and with the evaluation and reporting of progress on plans.
Grow the business by increasing global footprint and developing existing and any new relationships in Claims, New Business, and Underwriting across all segments Asia, United States and Canada.
Develop strategies and business plans to meet service level agreements cost fit targets of Manulife
Continuously define and build SLA’s to provide customers and partners with positive experiences when transacting with Global Business Services
Prepare recommendations and plans for implementation of service and procedural improvements within defined Manulife policies and strategies
Manage existing functional stakeholders and increase NPS scores
Provide leadership and direction to the function; ensure effective communication and foster a culture that motivates employees to accomplish company goals and objectives
Identify and recommend appropriate human resources to meet business needs in a cost-efficient manner
Engage and develop staff whilst promoting teamwork to ensure business sustainability through the comprehensive planning of current and future organization capabilities needs
Bachelor’s degree in any Business course or equivalent program
Minimum 15 years of relevant work experience with at least 5 recent years in related positions
Strong expertise and understanding of Underwriting, AMLA and FATCA
Strong understanding of financial fundamentals and commercial drivers behind project business cases
Experience in executing complex, multi-year operations transformation programs with multiple variables and senior stakeholders, preferably with direct exposure to global operations and / or financial services
Underwriting related qualification, Certificate in Life Insurance or Diploma in Life Insurance would be an advantage
Execution-oriented with strong focus to deliver targeted outcomes
Demonstrated ability to create a compelling vision for the future and inspire commitment
Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines.
Strong interpersonal skills and ability to work effectively across cultures. Excellent written and oral communication, and executive presence
Translates functional and business unit priorities into clear execution strategies and action plans