Manager, Insurance Claims Lead

Job Description

Get to Know the Team

Grab is Southeast Asia's leading super-app, and GrabInsure is where we redefine protection for the digital age. We are currently at a pivotal moment as we establish a new entity to widen our reach in life, health, and general insurance. We are looking for a pioneering Operations leader who can master our current ecosystem and then lead the design of the operational infrastructure for this new venture.

Get to Know the Role

You will initially immerse yourself in our existing regional distribution and procurement frameworks. Once mastered, you will be a key driver in conceptualizing and building the "Claims Infrastructure" for our new entity. You are the architect who will ensure that our claims infra is scalable, compliant, and operationally excellent from Day 1.

This role reports to Regional Head of Operations and is fully onsite at First Avenue Office.

The Critical Tasks You Will Perform

Motor Claims Management & Strategy

• Strategic Vision: Lead the development of the claims management philosophy and strategy for the new entity, ensuring alignment with growth goals and a "customer-first" approach.
• P&L Management: Drive tactical decision-making and trade-offs to optimize the motor claims P&L for the Malaysian market.
• Ecosystem Building: Build and own critical relationships with local Third-Party
• Administrators (TPAs), adjusters, workshops, OEMs, and technology partners.
• Digital Transformation: Collaborate with Product and Tech teams to build the claims management function from the ground up, focusing on a seamless, tech-enabled customer journey.

Claims Distribution & Operational Readiness

• Claims Lifecycle Design: Design and support the operational frameworks that allow for seamless claim notifications and processing through our distribution platforms.
• Training & Advocacy: Lead the training for Customer Experience (CX) teamsspecifically on claims handling, adjudication logic, and the facilitation of complex or high-value claim resolutions.
• Claims Financial Ops: Partner with Finance and FP&A to oversee the financial integrity of the claims process, including the management of loss reserves, settlement fund flows, and reconciliation of claim payouts.

Vendor Procurement & Advisory

• Panel & Vendor Procurement: Lead the procurement and selection of the corporate claims panel, including the appointment and renewal of adjusters, legal counsel, and repair networks.
• Performance Optimization: Audit and improve vendor performance processes (TAT and cost-per-claim) to identify efficiencies and achieve significant cost savings for the entity.
• Technical Advisory: Provide expert advisory to internal business units on the claims implications of corporate insurance policies, ensuring the business is adequatelyprotected and supported during loss events.

Qualifications

What Essential Skills You Will Need

• Experience: Minimum 7 to 10 years in motor claims or a related insurance operations role.
• Leadership: Managerial experience, specifically in setting up or transforming claims processes through a digital or technological lens.
• Domain Expertise: In-depth knowledge of the Malaysian motor claims and recovery process, including local regulatory requirements (BNM), best practices, and emerging trends.
• Communication: Excellent interpersonal skills with the ability to build and maintain relationships with stakeholders at all levels. We require proficiency in English and Bahasa Melayu; having Mandarin is a advantage.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.