Case Manager

Your Role with Us As a Case Manager, you play a meaningful role in helping customers navigate the claims journey with confidence, care, and clarity. Working within AIA’s Claims team, you manage a portfolio of claims in a fast-paced environment, balancing accuracy, empathy, and timely decision-making to deliver positive customer outcomes. You build trusted relationships with customers, medical providers, financial institutions, and internal teams, ensuring every case progresses smoothly and transparently. With opportunities to contribute to process improvements, support rehabilitation outcomes, and develop specialist claims expertise, this role offers a rewarding pathway to grow your career while helping people live Healthier, Longer, Better Lives. Your Impact Assess and manage a portfolio of claims, making timely and accurate decisions that deliver fair customer outcomes. Develop proactive case management and rehabilitation plans that support customers in achieving their recovery and wellbeing goals. Build strong relationships with customers and stakeholders, providing clear communication and a positive claims experience throughout the process. Authorise payments, maintain accurate records, and manage claim administration activities to ensure quality and compliance. Identify and manage risks, investigate potential fraud concerns, and engage technical specialists to protect the integrity of the claims process. Contribute to continuous improvement initiatives, team projects, and process enhancements that strengthen service delivery and operational performance. Your Capabilities You have experience in claims processing, case management, or a related customer-focused environment within insurance, health, or financial services. You bring strong communication and relationship-building skills, with the ability to engage confidently with customers and a wide range of stakeholders. You have sound judgement and critical thinking skills that support balanced, accurate, and customer-focused decision-making. You bring a high level of organisation and attention to detail, enabling you to manage multiple priorities while maintaining quality and compliance. You have the empathy and emotional intelligence to support customers through sensitive situations with care and professionalism. It is great if you have knowledge of insurance products, medical terminology, rehabilitation processes, or financial concepts that support effective claims management. Your Life at AIA At AIA, we know your career with us is just beginning, and we’re committed to helping you make it extraordinary. In return for your energy and ambition, you’ll gain access to hands‑on experience, structured development programs, and mentorship from some of the most inspiring leaders in the industry. We offer flexible ways of working, competitive rewards, and a culture that values curiosity and collaboration. Here, you’ll have the chance to learn, grow, and contribute to our mission of helping a billion people live Healthier, Longer, Better Lives by 2030, while shaping a future that matters for you and the communities we serve. DEIB DEIB Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [email protected]. Job ad expires Monday 17 August, close of business. At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA #J-18808-Ljbffr