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Work Background
Chubb Malaysia Insurance BerhadAPAC, Malaysia Head of Motor Claims
Feb. 2020 - Sep. 2025Malaysia, Kuala LumpurLead and oversee regional auto claims operations across Malaysia, Indonesia, and Thailand, with a focus on efficiency, automation, and customer satisfaction in alignment with Chubb’s APAC strategy. • Directed end-to-end claims governance and service delivery across multiple markets, driving consistency, compliance, and operational excellence. • Reduced claims turnaround time to achieve the fastest Own Damage approval TAT in the region for four consecutive years (2021–2024). • Drove digital transformation through automation and analytics, improving accuracy, fraud detection, and cost efficiency. • Developed and implemented a Regional Talent Map to identify future leaders and enhance workforce capability. • Collaborated with C-suite executives and technical teams to standardize processes and embed best practices across markets.
AmGeneral Insurance BerhadHead of Supply Chain Management
Feb. 2018 - Jan. 2020Led strategic supplier management and claims supply chain optimization to strengthen financial performance and service quality across the organization. • Managed end-to-end supplier lifecycle, including RFPs, tenders, and contract negotiations to ensure cost-effective and high-quality service. • Reengineered supply chain frameworks to accelerate claims resolution and boost customer satisfaction. • Oversaw a team of 30+ professionals delivering technical auto claim assessments with direct impact on company profitability. • Partnered with actuarial and underwriting teams to analyze loss trends and implement corrective measures. • Introduced governance controls and KPIs ensuring compliance and transparency in supplier performance.
Uber Singapore Pte. Ltd.APAC Head of claims
Jul. 2017 - Nov. 2017Oversaw regional claims operations for Uber’s Asia-Pacific markets, building governance frameworks and driving operational efficiency in partnership with insurers and TPAs. • Established comprehensive claims reporting and analytics systems for multiple APAC markets. • Oversaw insurer and TPA relationships to ensure adherence to SLAs and quality service delivery. • Partnered with product, risk, and compliance teams to optimize claims handling for mobility services. • Championed automation and digital solutions to streamline claims reporting and resolution. • Delivered regular performance insights to senior executives on claims trends and improvement opportunities.
Alphasights & GLG GroupCouncil Member-APAC General Insurance Panel of Experts
Aug. 2015 - Dec. 2017APAC· APAC General Insurance consultant hired on a project by project basis to provide perspectives, opinions, specific insight and technical knowledge in order for the client to gain a clear understanding relative to their interest into the general insurance market. · Worked closely with clients on projects including but not limited to: 1.-Potential new market entrants into the APAC Commercial Property Market. 2.-Operational considerations towards the establishment of Shared Services centers. & 3. - Insights on the impact of a de-tariff environment within certain markets throughout the region.
AIG SHARED SERVICES CORPORATIONAPAC Head of FNOL & Express claims
Apr. 2013 - Aug. 2015Directed the establishment and management of regional FNOL and Express Claims Centers of Excellence, driving process standardization and enhanced customer experience. • Created and implemented Centers of Excellence for FNOL and Express Claims, managing 80% of regional claims. • Rolled out automation tools and standard operating frameworks across multiple markets to improve efficiency. • Designed and executed regional training and quality assurance programs for claims teams. • Partnered with data and IT teams to implement performance dashboards for transparency and reporting. • Elevated customer satisfaction by introducing faster, simplified claims processes.
AIG Malaysia InsuranceVice President & Director of claims
Dec. 2008 - Mar. 2013Directed nationwide claims operations with a focus on efficiency, customer engagement, and continuous process improvement. • Reengineered claims processes, achieving significant cost reductions and performance gains. • Launched customer-focused marketing initiatives that strengthened brand reputation and retention. • Introduced data-driven metrics and quality audits to ensure performance visibility and accountability. • Collaborated with underwriting teams to analyze emerging risk and adjust claims strategies. • Mentored next-generation claims leaders through structured development and coaching programs.
AIG SEA Pte. Ltd.Claims Operations Manager
Apr. 2005 - Nov. 2008Managed claims operations improvement across Southeast Asia, ensuring consistency, efficiency, and regional alignment. • Led process optimization and automation initiatives across Singapore and Thailand. • Delivered measurable gains in claims turnaround time and service quality. • Implemented KPI tracking and audit frameworks to monitor operational performance. • Coordinated regional training and development to strengthen technical claims expertise. • Partnered with business leadership to align claims strategy with profitability objectives.
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