Responsibilities: To coordinate and supervise the day-to-day claim Analyst and support claim in accordance with the standards set by the company. Take an active role in solving the complex and critical issues in the team. Ensuring all claim team process can meet service level agreement and turnaround time which put on SLA with Bank Partner and SOP. Review Daily productivity claim team. Coordinate & communicate with other teams to find solution for complaint related claim or communicate directly to customer. Provide training to internal staffs if needed. Participate in claim projects, system enhancement and give input for improving claim process. Contributing to audits, reviews as required in order to support and enable the maintenance of an effective control environment. Approve claims within own claims authority and make recommendation to senior for those claims exceeding own authority limit in line with established standards, procedures and guidance provided. Ensuring comply with applicable regulations in PT AJMI (including AML / KYC and Privacy). Ensure the report has been delivered on time. Responsible for the audit process of the vendors, including the Third-Party Administrator (TPA) ensuring that the audits are conducted in accordance with standards agreed upon with Underwriting & Claims Risk Management and the Underwriting & Claims Risk Coaching claim team to improve capability and KPI company Qualifications Bachelor's degree in Medicine Minimum 7-10 years of experience in Claims Operations within the insurance industry, with at least 3 years in a people leadership or managerial role. Strong knowledge of life and health insurance products, policy provisions, underwriting principles, and risk management practices. Demonstrated expertise in claims assessment, adjudication, fraud detection, and investigation. Proven experience in project management, process improvement, and operational excellence initiatives. Strong analytical, problem-solving, and decision-making skills with the ability to manage complex claim cases. Excellent communication, stakeholder management, and relationship-building skills, with the ability to collaborate effectively across functions and with external partners. Sound understanding of insurance regulations, compliance requirements, and industry standards. Proficient in claims management systems, data analytics, and Microsoft Office applications. Customer-focused mindset with a commitment to delivering high-quality service and enhancing customer experience. When you join our team: We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see. About Manulife and John Hancock Manulife 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. Manulife is an Equal Opportunity Employer At 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. It 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 hr@manulife.com. Working Arrangement In Office We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia-Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026 To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.

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