Crawford & Co.

MY - Head of TPA

Job Locations MY-Kuala Lumpur
Posted Date 1 month ago(19-8-2021 11:50 PM)
Requisition ID
# of Openings

Why Crawford?

At Crawford, we care about our people and embrace the unique talents of each of our team members. We foster career progression through training/engagement and offer a generous benefits package. Crawford leads by example and is at the forefront of our industry. So, let us welcome you as part of our global community.

Purpose of Position

Reporting directly to the Managing Director Malaysia with dotted reporting line to International Head of TPA Asia and will be accountable for the development and delivery of the TPA operational plan, maximizing operational performance through continuous process improvement and innovation.  The role will be responsible for the financial budgeting, P&L recommendations and leading operational adherence to client requirements.  It will also encompass the overall management of resourcing and people development of Hong Kong TPA Operations.  As part of the Hong Kong senior management team, the job holder will be expected to contribute to the wider business needs and ensure compliance with Company policies and ethics.

Key Responsibilities

  • Formulate, communicate, and implement a clear strategic direction and value proposition for TPA Operations Hong Kong.
  • In conjunction with the senior management team, develop and oversee strategic client relationships from a TPA perspective, maintaining senior relationships to maintain and grow the business.
  • Overall financial planning and budgetary responsibility for TPA Operations Hong Kong, producing monthly reporting and reforecasts as required.
  • Act as an ambassador and customer champion to key stakeholders; including customers, strategic partners, parent company and external communities.
  • Develop, inspire and performance manage the TPA Operations Hong Kong team to ensure maximum engagement and operational effectiveness.
  • Ensure TPA Operations Malaysia is fully compliant with the Company's policies and procedures and any eternal regulatory requirement.


Key Crawford Behaviours

  • Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs
  • Organisational/Time Management: Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.
  • Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.
  • Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.
  • Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally
  • Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.
  • Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect. Willingness to transfer knowledge and skills as appropriate

Key Relationships


  • Crawford Executive Management.
  • Crawford Senior Management Team.
  • Crawford Business Unit Managers.
  • Crawford TPA staff.
  • Crawford Operational staff.


  • Crawford clients.
  • Consultants and suppliers

Experience/Knowledge Required

  • Deep knowledge and strategic understanding of the insurance and TPA market in Hong Kong and the wider Asia Pacific region.
  • Deep knowledge and understanding of financial planning and budgetary requirements for area of business.
  • Knowledge of any regulatory procedures applicable to the TPA market.
  • Knowledge of resource planning requirements in a dynamic environment.
  • Comprehensive experience of TPA client relationship management.
  • Solid management level experience within the financial services sector.
  • Proven experience of major change management.
  • Insurance qualificatin desirable.
  • Excellent analytical and decision-making ability in order to analyse information / issues correctly and make good and timely decisions.
  • Excellent project management skills in order to deliver targets within budgets and timescales.
  • Strong dispute and resolution handling skills in order to manage customer complaints effectively and proactively.
  • Strong performance management skills ensuring teams and individuals achieve their full potential.
  • Solid influencing skills in order to energise others to ‘get the job done’.
  • Ability to manage change in such a way that helps others to overcome.


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