About FWD Group
FWD Group is a pan-Asian life insurance business with more than 13 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

Job Purpose:
To define, implement and manage class leading standards, processes and capabilities for Claims Assessment, and Claims Administration for FWD TH Accident and Health. Ensure continuous improvement of the FWD TH Accident & Health Claims function with new services, processes, technologies, controls, reporting standards FWA prevention mechanisms

Key Responsibilities:

• Sets strategy in policy services and claims to align with FWD company vision and Health division strategy and direction.
• Establishes execution roadmap for policy service and health insurance management to meet the business strategy and next in class proposition.
• Be responsible for company KPIs wherever related to policy services and claims.
• Establishes necessary policies, procedures, SOP, and TAT to maintain the highest level of customer and partners (agency, bank, and others)’s satisfaction.
• Assist in developing department goals and service standards, identify and initiate change in processes and procedures to improve overall seamless high-quality service across teams, not limited to operations.
• Proposes and encourage teams to initiate idea for change for better outcomes using technology, process reengineering, and related tools in order to improve productivity and straight through process (STP).
• Develops and establishes effective control in the process to eliminate defect and error, act as escalation and approval point for cases requiring management escalation where necessary
• Motivate individuals and the collective team to achieve agreed work output targets covering productivity, turn-around-time, quality and customer & partners’ satisfaction.
• Contribute to change and innovation and be proactive in identifying opportunities for improvement within the team and the services offered.
• Contribute to achieving departmental and company-wide goals and business plans.
• Develop upskill staff for performance, manage capacity effectively to drive output and sales expectations.
• Manages partners, vendors when necessary to maintain service standard, productivity and cost effectiveness. Ensure that the two key functional teams in the A&H Claims are operating to the defined standard and performance levels

Qualifications

• Bachelor or Master degree in Medical related field
• Certification / License in LOMA, ICA etc.
• Experience At least 12-15 years experienced in health claims and recent position at manager or higher level for 2-3 years
• Experience in dealing with hospital, reinsurer, complaint clarification and negotiation at OIC and other external firms is required.
• Good Communication in Thai and English