The incumbent will be responsible for managing post-sales service transactions for high-net-worth (HNW) policies. The role supports Operations in delivering a smooth, timely, and positive service experience for financial representatives and clients with existing policies.

Position Responsibilities:

• Liaise with distribution partners and the Policy Services, Product & Pricing, Client Services, and Claims teams on in-force HNW policy requests, including policy changes, in-force illustrations, claims, appeals, and other post-sales transactions.
• Provide clear guidance on the necessary requirements to support one-touch resolution.
• Facilitate post-sales processes and provide proactive status updates, coordinating with internal stakeholders to ensure information is accurate and timely.
• Track incoming requests from internal and external stakeholders consistently and accurately, ensuring that all requests are addressed promptly.
• Maintain daily, weekly, and monthly reports, as required, to track outstanding issues, feedback, and overall adherence to service-level agreements. Where management expectations are not met, identify and highlight the root causes, as appropriate.
• Participate in regular team huddles and provide relevant updates, where applicable.
• Ensure the proper filing and archiving of all documents received by the team.
• Respond to queries relating to third-party services and other matters concerning policy servicing.
• Conduct enhanced due diligence checks and anti-money laundering (AML) verifications, as required.
• Review and improve work processes to enhance effectiveness and efficiency.
• Assist with the onboarding of new banks.
• Conduct operations-related training for internal stakeholders, financial representatives, and partners.
• Perform other duties as assigned from time to time.

Required Qualifications:

• A diploma or degree from a recognised institution or university.
• At least five years of working experience, including approximately three years in the insurance industry.
• A strong service orientation, excellent organisational skills, and the ability to manage multiple priorities.
• Strong verbal, written, and presentation skills.
• Flexibility and the ability to adapt in a fast-paced, evolving environment.
• An understanding of financial services and the needs of sales professionals would be advantageous.
• Client-facing experience would be 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.

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 [email protected].