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Head of Claims and Underwriting

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BPO / KPO / Shared Services

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Job Description and Qualification:

Job Summary:

  • The Head of Claims, New Business, and Underwriting primarily manages Claims, New Business and Underwriting Operations for GBS. It is accountable for the delivery & management of these major functions across the company’s segments in Asia, United States and Canada. 
  • This function assesses all the risks of claims, new business, and underwriting of the applicants for insurance represent. The impact of the whole risk on mortality and morbidity should be properly assessed.  These risks include medical impairments, financial, avocational, occupational, geographical, political risk, and insurable interest, also ensure fast and consistent quality service in rendering customer service and delivering policy contracts to distributors.
  • This entire spectrum and cycle of the first interaction in the business are most critical. The incumbent shall oversee that a new joining/purchasing experience is being delivered in the most effective and efficient manner. From the way the business units’ onboard customers and support the distributors to the development of a new business processing platform that is more digital, intuitive and customer-centric, delivering industry-leading turnaround time, net promoter score and contributing to the straight-through policy issuance for our customers.
  • The role envisages evaluation and assessment of alternative approaches to problems under the policy guidance of overall company strategies and tactics. The incumbent will recommend and implement solutions to critical business problems and set clear objectives for function heads who are responsible for the implementation of business processes on a day-to-day basis
  • 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 overall 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.
  • Has budget responsibility for the function and ensures that spending remains under the organization's targets.  Handles customer escalations, able to provide resolution.  Establishes and maintains good working relationships with third-party distribution channels and other areas of the organization which touches our customers’ new purchase experience. 
  • Responsible for ensuring that the team is functioning in a highly motivated and engaged manner. Pursuing opportunities to transform the new purchase experience to become the best in the industry.  Constantly educates oneself through different training venues, books and other materials.


  • 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 a strong focus to deliver targeted outcomes
  • Demonstrated ability to create a compelling vision for the future and inspire commitment
  • Ability to work in an 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
  • Excellent people leadership ability with a passion for driving teams towards high performance
  • Assesses possible solutions using deep process and technical experience and uses judgment in handling escalated exceptions
  • Applies industry best practices within daily work and continues to participate in professional development by reading publications, networking and participating in professional organizations.