Senior Product Owner, APAC Claims

Role Overview

We are seeking a seasoned Senior Product Owner for Regional Claims – to drive priorities and alignment for Claim capabilities across multiple product line and distribution in APAC across 10 markets:

• Accident & Health (A&H) including Travel
• Individual Personal Lines (IPL) excluding Automotive
• Digital distribution channel

The Senior Product Owner will work closely with both the Sales and Claim head of product lines and distribution to define the claim strategy, initiatives and roadmap to optimize the investment allocated for technology delivery. This role will work closely with the Claim Technology delivery to balance regional standardization with local requirements, while ensuring claims processes deliver efficiency, automation, and superior customer experience.

This is a pivotal leadership role shaping the future of digital claims, with a mandate to drive digital adoption (DFNOL), straight-through processing, customer satisfaction (NPS), cost efficiency, and claims performance across multiple markets and distribution channels.

Key Responsibilities

Claim Capabilities Vision & Strategy for the Region

• Define and continuously refine the long-term claim capabilities vision and technology roadmap for APAC consumer claims, aligned with business goals, customer needs, and evolving market trends.
• Translate strategic objectives into actionable product initiatives with measurable outcomes.
• Champion innovation, digitalization, and automation in claims processes.

Backlog Ownership & Prioritization

• Define and prioritize Claim capabilities delivery for APAC consumer claims, aligned with business goals, customer needs, and evolving market trends.
• Own and manage the regional claims backlog for APAC consumer products across distribution channels
• Apply data-driven prioritization leveraging sales volume, premium, claims ratio, and claims expenditure to optimize ROI for technology claim budget.
• Balance customer experience, cost efficiency, and commercial impact in decision-making.

Regional Claim Capabilities Leadership

• Partner with country claims and product teams to capture market-specific requirements and identify opportunities for reuse and scalability.
• Drive regional consistency while accommodating regulatory, operational, and distribution nuances.
• Act as a bridge between country teams and regional leadership, ensuring alignment and adoption. The same between Global claim leadership and regional level for alignment.
• Partner with business, technology and operations to ensure successful rollout and adoption

Customer & Market Insights

• Work closely with the Customer Insight and CX product owner on NPS analysis, conduct customer research and competitor benchmarking to inform prioritization and design.
• Embed feedback loops and continuous improvement into the product lifecycle between Customer, Sales and Claim / Operational team

Technology & Delivery Collaboration

• Collaborate with APAC head of Claim Technology, Digital team and Operation to deliver scalable, high-quality solutions and adoption
• Balance feature delivery with technical feasibility, system resilience, and management of technical debt across the backlog
• Lead agile squads as the Product Owner, ensuring clear backlog definition, prioritization, and delivery.
• Lead and facilitate the Claim QPR across Business and Technology to set quarterly priority and communicate.

Business & Stakeholder Management

• Build and present strong business cases for investment and prioritization decisions.
• Collaborate with sales, distribution, and product teams to ensure claims processes support product growth and retention.
• Influence senior stakeholders across product lines, distribution and markets, driving consensus on priorities.

Success Metrics & Performance Management

• Define and monitor KPIs for claims technology delivery performance, including:

Digital FNOL adoption

Straight-through processing

Customer NPS and satisfaction

Claims turnaround times
- Ensure ongoing technology delivery of measurable improvements.

Change Management & Compliance

• Lead change management and adoption across country teams, embedding new claims processes and digital solutions.
• Ensure compliance with regulatory, legal, and risk management frameworks across multiple jurisdictions.
  Proactively identify risks and dependencies, mitigating impact to delivery and operations.

Qualifications

Insurance & Business Acumen

• Experience in consumer insurance, digitalization and claims management
• Proven ability to connect sales, premium, claims data for prioritization and business impact.
• Strong commercial mindset with experience building and delivering business cases benefits.
• Experience with Data Analytics and AI initiative is preferred
  Agile or Product Owner certification is preferred

Strategic Thinking and Decision Making

• Understands regional claim vision, business goals, and market dynamics and can align backlog priorities with based on benefit outcomes and business impact.
• Uses data-driven insights to prioritize and justification across each prioritization with business impact.
  Pragmatic and strategic decision-making skills

Claim Capabilities Leadership and Stakeholder Management

• Hands-on experience in backlog ownership, prioritization, and agile delivery.
• Engages with business leaders, sales, operations and external partners.
• Balances competing priorities and manages trade-offs transparently.
• Strong senior stakeholder communication and influencing skills set
• Proven collaboration with Technology and digitalization transformation to deliver business outcome