Senior Case Manager

Role Overview

As a Senior Case Manager at AIA NZ, you will play a critical role in guiding clients through complex and challenging claims processes with compassion and professionalism. Embedded within the Claims team, you will oversee a diverse portfolio of intricate claims, ensuring balanced decision-making that prioritizes customer welfare alongside risk management.

Key Responsibilities

• Make prudent, timely, and accurate decisions on complex claims by interpreting policies with a customer-centric perspective.
• Establish and maintain trustful relationships with clients through consistent communication and support throughout their claim journey.
• Design and execute customized case management and rehabilitation strategies aimed at fostering positive client recovery and goal achievement.
• Engage collaboratively with medical professionals, financial entities, and other relevant parties to collect critical information to inform claim resolutions.
• Identify, assess, and mitigate risks by investigating potential fraudulent activities and consulting specialists to protect claim integrity.
• Drive continuous improvement by participating in projects, testing, and initiatives that optimize operational efficiency and elevate customer experience.

Required Skills and Experience

• Extensive background managing complex claims within insurance, health, or financial service sectors with confident and balanced judgment.
• Excellent stakeholder communication skills, fostering credibility and trusted relationships across diverse groups.
• Advanced claim assessment capabilities applying deep policy understanding, critical analysis, and sound decision-making for equitable outcomes.
• High emotional intelligence with an empathetic, customer-first approach to sensitive situations.
• Meticulous attention to detail supporting operational excellence, compliance, and robust risk management.
• Preferred experience with handling high-risk, contentious, or high-value claims, including the ability to influence and present recommendations effectively.

Work Culture and Benefits

Join a company that values your professional impact and personal growth through meaningful work improving lives across Asia-Pacific. Enjoy flexible work arrangements, competitive compensation, and ongoing learning opportunities within a collaborative environment that encourages innovation and problem-solving. AIA is committed to diversity, equity, and inclusion, welcoming applicants from all backgrounds and experiences, including those with disabilities and neurodiversity.

Additional Information

The recruitment process prioritizes providing accurate personal data; incomplete applications may affect consideration. Recruitment agencies are not utilized for this vacancy. The job ad closes Tuesday 18 August at business close.