Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
I work in life insurance claims operations with a focus on quality assurance, process improvement, and cross-market collaboration. Currently with Chubb Life's Global Office, I design and standardize QA frameworks used across multiple countries, and built a real-time QA dashboard now used by local market teams globally. My background spans claims adjudication (Singapore, HK), fraud detection, operational review, and workbench UAT. I have 6+ years in insurance operations across AIA and Marsh McLennan, with experience managing teams and HK-ASO VIP accounts. I am looking to grow into broader insurance operations or regional operations leadership — particularly in roles that bridge process design, quality governance, and stakeholder management.
• Designed and implemented a standardized QA framework for claims operations across multiple countries, establishing best practices that drive consistency, compliance, and continuous improvement globally. • Built a comprehensive QA dashboard enabling global office management and local market teams to monitor and analyse claims quality results in real time, supporting data-driven decision-making across markets. • Led design discussions and UAT for a local market claims workbench to replace legacy manual processes, contributing to measurable gains in operational efficiency and processing accuracy. • Analyse and document end-to-end claims processes to identify bottlenecks and improvement opportunities, translating findings into actionable solutions that reduce processing time. • Partner with internal and external stakeholders to gather business requirements, define deliverables, and ensure all process changes comply with regulatory standards.
• Adjudicated Singapore Individual Life claims with a focus on accuracy, audit compliance, and regulatory adherence, consistently maintaining quality and productivity benchmarks. • Conducted operational deep-dive reviews of AIA Philippines claims operations, identifying process inefficiencies and developing actionable improvement plans to enhance service quality and customer satisfaction. • Analysed flagged outlier cases and collaborated with healthcare providers to validate claims and support fraud, waste, and abuse (FWA) prevention efforts. • Contributed to workflow streamlining initiatives by identifying operational pain points and providing structured, evidence-based recommendations for process improvement.
• Led a team of 5 operations specialists managing HK-ASO accounts, overseeing day-to-day performance, workload distribution, and achievement of operational targets. • Conducted quality assurance reviews on team communications and claims outputs, ensuring adherence to service standards and resolving process issues as they arose. • Assessed both inpatient and outpatient medical claims, applying technical expertise to deliver timely and accurate adjudication results.
• Served as primary point of contact for HK-ASO VIP client accounts, ensuring high standards of claims assessment, validation, and client service delivery. • Designed and implemented team work guidelines that standardised processes and reduced error rates across claims handling operations. • Onboarded and trained new team members on policy knowledge, work guidelines, and operational procedures, accelerating their readiness and contribution. • Assessed inpatient and outpatient medical claims with precision, applying consistent adjudication standards to deliver accurate and timely outcomes.
• Managed inpatient and outpatient medical claims for Life and Corporate Insurance, maintaining consistent quality and productivity standards across a high-volume workload. • Monitored robotic process automation (RPA) performance during pre-deployment stages, conducting quality checks to validate readiness before operational rollout.