Job Purpose

Responsible for developing the strategy, designing, and delivering technical learning and capability development programs for Non-Life Insurance Claims. The role ensures that claims professionals are equipped with the knowledge, skills, and competencies required to perform their duties effectively, consistently, and in compliance with regulatory and company requirements.

This position plays a critical role in enhancing customer service quality, improving operational efficiency, strengthening fraud risk management, and building a highly capable claims workforce with deep technical expertise to support the company's long-term growth and sustainability objectives.

Key Accountabilities (1)

1. Claims Learning & Capability Development Strategy Management

• Develop and implement the learning and capability development strategy for the Claims function, aligned with the company's business objectives and operational priorities.

• Design, maintain, and enhance the Claims Competency Framework for different roles and job levels within the Claims organization.

• Establish and manage career development pathways to support professional growth and succession planning for claims employees.

• Conduct Training Needs Analysis (TNA) based on performance outcomes, operational insights, competency assessments, and organizational development priorities.

• Collaborate closely with Claims Operations, Underwriting, Legal, Compliance, and Risk Management teams to ensure training content remains relevant, practical, and compliant with regulatory requirements.

• Monitor, evaluate, and continuously improve training effectiveness through key performance indicators, including claims processing productivity, claims quality, customer satisfaction, and operational performance.

• Lead and implement innovative learning solutions and initiatives, including digital learning, microlearning, blended learning, and other modern instructional methodologies.

Key Accountabilities (2)

2. Technical Training Program Design & Delivery

• Design, develop, and continuously enhance technical training programs covering key claims disciplines, including claims handling processes, loss assessment, insurance regulations, and fraud prevention and detection.

• Develop and maintain training materials, learning resources, knowledge repositories, and case study libraries to support practical and experience-based learning.

• Facilitate and deliver internal training programs, workshops, and knowledge-sharing sessions, while coordinating with external trainers and subject matter experts when required.

• Standardize onboarding and advanced learning curricula to ensure consistent capability development across the Claims function.

• Establish and manage post-training evaluation mechanisms, including assessments, certifications, and competency validation processes, while monitoring the application of learning outcomes in the workplace.

• Administer and optimize the Learning Management System (LMS) to ensure content relevance, accessibility, user engagement, and effective learning administration.

• Partner with business stakeholders to design and deliver training solutions supporting transformation initiatives, including digitalization and claims process automation projects.

Key Accountabilities (3)

3. People Management

• Build, develop, and maintain a strong network of internal trainers and Subject Matter Experts (SMEs) to support technical capability development across the Claims function.

• Plan and manage training resources, including workforce capacity, budget allocation, and learning investments, to ensure optimal utilization and effectiveness.

• Establish, communicate, and monitor team objectives, KPIs, and capability development plans for training and learning personnel.

• Conduct performance reviews, provide regular coaching and feedback, and support the professional development of team members.

• Enhance the facilitation, coaching, mentoring, and instructional capabilities of internal trainers to ensure high-quality learning delivery.

• Foster a culture of continuous learning, knowledge sharing, and professional development across the organization.

• Monitor industry trends, emerging learning methodologies, and best practices in insurance talent development to ensure the organization's learning strategy remains relevant and future-ready.

Key Relationships - Direct Manager

In accordance with the organization's structure and operating model.

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Relevant stakeholders across business and support functions within the organization.

Key Relationships - External Stakeholders

Training partners, industry experts, insurance associations, professional bodies, regulatory authorities, and other external stakeholders.

Success Profile - Qualification and Experiences

• Bachelor’s degree or above in Insurance, Finance, Human Resources, Law, or a related field.

• 8-10 years of experience in non-life insurance, preferably in Claims.

• 3-5 years of experience in Learning & Development, Capability Development, or Quality Assurance.

• Strong knowledge of claims handling processes, insurance regulations, and fraud management.

• Experience in developing competency frameworks, training programs, and assessment systems.