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.
Faculties preferred: Medical Technology
Job skills required: English, Negotiation, Thai, Safety Management, Compliance
Job skills preferred: Multitasking, High Responsibilities