Associate Manager, Claim

Responsibilities

Claim Operations

• Directly manage & handle all claim portfolio, ensure claim to be handled properly and effectively in line with WTW policies & procedures.
• Assist clients in setting claim strategy, preparation of claim documents, coordination with loss surveyor, loss adjuster and negotiation with insurers during claim process.
• Proactively cooperate and engage the relevant Business Leaders and the account team for difficult and complicated claims and take the role of claim advocate for assigned Clients.
• Open dossier for claim notice from clients, follow up and frequently update clients regarding the ongoing claim process.
• Build up and keep good working relationship with clients, internal stakeholders, insurers and loss adjusters.
• Analyze data on all claims and produce monthly and occasional Claims Reports for Clients and the account team.
• Coordinate with Head of Claim to revise and update Claim Procedures as and when required.
• Cooperate with the account team and Risk Engineer for in risk survey, risk improvement and loss prevention management.
• Support the account team to review policy wording to ensure proper coverage for Clients and participate in sales meetings for large clients as required.
• Manage claim administration including filing, input data into the system and maintaining clients’ documents.

Claim Advocate

• Client Relationship Strategy: Acting as a trusted advisor on claims.
• Managing negotiations and insurer engagement to ensure favorable outcomes.
• Sales Enablement: Supporting the sales team by identifying revenue opportunities through claims.
• Leadership: Serving as a point of escalation for claims handlers and ensuring alignment on claims strategy across teams.
• Outcome Accountability: Personally ensuring that claims are paid as per contract within reasonable timeframes.

Qualifications

• University degree; advanced qualifications in insurance, risk management, or engineering preferred.
• Minimum 10 years of experience in claims settlement, underwriting, or insurance brokerage.
• Proven leadership and mentoring capabilities.
• Strong strategic thinking, problem-solving, and negotiation skills.
• Excellent verbal and written communication in both English and Vietnamese.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Highly customer-oriented with a commitment to advocacy and service excellence.
• Ability to work under pressure and manage multiple high-stakes claims simultaneously.