Assistant Manager - Claims Support

Are you passionate about making a meaningful impact on Life and Healthcare insurance space? Join us as Claims Support Assistant Manager, where you’ll play a vital role in ensuring our policyholders receive accurate and timely claim payment when they need it most. 

In this role, you will play a critical part in ensuring claims submissions and reserves are registered accurately, processed efficiently, and supported by complete and well organized documentation—enabling smooth downstream claims assessment and excellent customer experience. You will also be supporting the administrative duties for end to end claim processing and given the opportunity to participate in continuous process improvement initiatives, enhancing overall customer’s experience. 

1. Claim Registration & Payment Admin 

Assist Team Lead to provide technical guidance and mentor a cluster of Associates. Handle end to end claims registration and setting reserves in the core and workflow imaging systems with high accuracy and within required turnaround time (service standards). 

Conduct screening of claim documents and verify policy information, including customer’s details, policy number, coverage, policy status with full attention to detail and ensuring submissions are complete and valid. 

Handle payment requisitions, payment rejections and payment escalations for approvals. Request for claim documents for incomplete submissions and proactively invite for death claim submissions. 

Review, validate and approve claim registration decisions recommended by Associates within the authority limit empowered. 

2. Claims Documentation & Records Management 

Perform screening, sorting and recording of incoming documents from digital submission channel. 

Prepare and manage claim documents, including merging, splitting, and organizing submissions based on benefit type and provider category. Cross check information across different product systems to achieve seamless claim experience 

3. Customer & Business Partner Relations 

Liaise professionally with policyholders, claimants, agents, medical providers and internal stakeholders to follow up on outstanding requirements and ensure smooth claims processing. 

Provide excellent service and build strong working relationships with customers and distribution channels through responsive and empathetic support to achieve smooth claims processing operations. 

Handle and provide guidance to Associates on sensitive customer escalations to achieve fair and timely resolution. 

4. Process Improvement & Team Support 

Support continuous improvement initiatives and manage execution of process and system enhancements performed by staff while maintaining service excellence. 

Take on ad hoc administrative or operational tasks as assigned by the supervisor. 

5. Ensure Compliance 

Adhere to internal policies and external regulatory requirements to maintain integrity and trust in our claims operations. 

Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks; 

Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks; and 

Highlight any potential concerns/risks and proactively shares best risk management practices.

• Diploma or degree holder in business or healthcare administration, preferably with 3 to 5 years of experience in claims administration, operations support, or customer service
• Strong knowledge in insurance claims or policy administration workflows.
• Strong communication, stakeholder management and decision making skills.
• High resilience in a fast paced environment.
• Customer-centric and meticulous with the ability to work under pressure
• High level of integrity, takes accountability of work and good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.
• Possess good communication skills and a proactive approach to problem-solving
• Are eager to learn and grow in a fast-paced, collaborative environment that values innovation and service excellence

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.