Executive, Concierge

The incumbent will be responsible for the case management of pre/post sale service transactions. Supports Operations to ensure a smooth, timely, and positive service experience for the Financial representatives and clients for new submissions and existing policies

Position Responsibilities:

1. End-to-End Case Management

The Case Manager is responsible for overseeing the end-to-end service aspects throughout the case lifecycle (pre- and post-sale)

Pre-sale:

The Case Manager will mainly liaise with the Financial Representatives, Business Development Managers, New Business & Underwriting and Legal & Compliance teams to assist with understanding and gathering of required financial and medical documents, underwriting requirements and other necessary documents, especially critical for policy issuance. Responsible for ongoing and proactive status updates.

For HNW Business:

Regular case discussion with Financial Representatives to provide clarity on underwriting requirements and decisions

Be the first line of review for appeals and provide appropriate advice to our partners

Post-sale:

The Case Manager will mainly liaise with the Distribution Partners, Policy Services, Product & Pricing teams, Client Services and Claims teams on inforce policy requests, including policy changes, inforce illustrations, claims and other post-sales related transactions. Provides clear information on the necessary requirements to allow for one-touch resolution. Responsible for ongoing and proactive status updates.

For HNW Business:

Facilitate the overall processes for post sales transaction

2. Reporting

Consistently and accurately track incoming requests from internal and external stakeholders and ensure that the requests are answered promptly

For HNW Business:

To record all ad-hoc requests for end to end handling

Maintain daily/weekly/ monthly reports, as required, for the tracking of outstanding issues, submissions, withdrawals, feedback and overall adherence to Service Level Agreement; where management’s expectations are not met, highlight their root causes, where appropriate

To Prepare monthly pipeline cases for reporting purpose and focus list for New Business & Underwriting team that are critical for policy issuance.

Record all ad-hoc requests for end to end handling

Participate in regular team huddles and provide important updates (where applicable)

3. Other responsibilities

Perform screening of submitted documents before they are registered via AWD for processing

Ensure proper filing and archival of all the documents received by the team

Handle appeals and garner responses from the New Business, Underwriting & Policy Servicing team; ensure documents received are processed promptly

Attend to queries relating to third party services and any other matters relating to policy issuance of servicing

Conduct enhanced due diligence checks, AML verifications prior to policy issuance and ensure contracts are issued upon receipt of premiums and required original documents

Follow up on outstanding requirements and any form of appeals pertaining to Operations matters

Review work process improvement to enhance effectiveness and efficiency

Assist in onboarding of new banks

Conduct Operations related trainings to Internal stakeholders, Financial Representatives and Partners

Any tasks delegated from time to time

Coordinate with internal stakeholders to provide accurate and timely information

Provide close follow-up for cases that required Legal & Compliance teams review

Required Qualifications:

Diploma/Degree from a recognized institution/university

Minimum of 5 years of working experience, with approximately 3 years in the insurance industry

Highly service-oriented, organized, and adept at multitasking

Demonstrates strong communication skills (verbal, written, and presentation)

Flexible and capable of adapting in a fast-paced and evolving environment

Understanding of financial services and the requirements of sales professionals is advantageous

Front facing experience is an added advantage

When you join our team:

We’ll empower you to learn and grow the career you want.

We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we’ll support you in shaping the future you want to see.

When you join our team:

We’ll empower you to learn and grow the career you want.

We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com .

Working Arrangement

Hybrid