Role Summary

Manulife is a leading international financial services provider, helping people make decisions easier and lives better. This People Leader role is responsible for leading Customer Service & Policy Servicing operations, ensuring excellent customer experience, regulatory compliance, and operational efficiency. The position oversees policy servicing activities, customer engagement, and team performance while collaborating with key business functions. This is an opportunity to lead a high-performing team and contribute to continuous improvement initiatives that strengthen customer relationships and business outcomes.

Position Responsibilities:

Customer Policy Servicing & Governance

• Oversee end-to-end policy servicing operations for in-force customers, ensuring accuracy, compliance, and timely processing of policy changes, endorsements, renewals, and related requests.
• Ensure that customer queries, requests, and complaints (QRC) related to policies are responded to and resolved within agreed TAT/SLA.
• Set and maintain controls for policy servicing processes, including escalation handling, privacy & confidentiality, and information protection standards.

Unassigned Customer Management & Proactive Engagement

• Own and manage the unassigned customer portfolio, ensuring proactive outreach and engagement through calls, messages, and digital channels.
• Design and execute customer engagement strategies to strengthen relationships, improve retention, and close service gaps for customers without dedicated agents.
• Monitor customer interactions and feedback to identify service issues and opportunities, recommending solutions that minimize service impact and enhance operational effectiveness and customer satisfaction.

Team Leadership & Performance Management

• Lead the Customer Service & Policy Servicing team, providing clear direction, coaching, mentoring, and motivation to achieve performance targets (TAT, KPI, customer satisfaction).
• Build a high-performing cohesive team through recruitment, training, development, and ongoing performance review, ensuring agents and staff have the necessary tools and resources to succeed.
• Continually monitor employee performance, address performance issues, and drive continuous improvement initiatives to reduce business risk and improve productivity.

Cross-Functional Collaboration & Reporting

• Collaborate with operations, claims, IT, product, and finance teams to ensure end-to-end resolution of customer policy issues and alignment with company processes and regulatory requirements.
• Support system-related initiatives for policy servicing and customer service, including participation in UAT, feedback on enhancements, and adoption of digital tools to improve operational efficiency and customer experience.
• Prepare and review service, operational, and compliance reports (KPI, TAT, customer feedback) to support management decisions and continuous improvement.

Risk, Compliance & Customer Confidentiality

• Maintain a high degree of confidentiality and judgment in handling customer and business information.
• Ensure adherence to regulatory, company SOPs, and industry best practices in policy servicing and customer communications.
• Proactively communicate updates to customers, employees, and business partners to minimize risk and business impact.

Required Qualifications:

• Any graduate.
• Minimum 5+ years of experience in customer service, policy servicing, and life insurance operations.
• Solid experience in policy administration & compliance, including end-to-end policy servicing workflows, data accuracy, and regulatory adherence.
• Strong background in customer service and complaint handling, managing complex customer and agent inquiries, and ensuring timely resolution aligned with company standards and TAT/SLA.
• Experience in team leadership (Assistant Manager/Manager level) overseeing customer service or policy service teams, including supervision, coaching, and performance monitoring.
• Strong leadership skills in coaching, motivation, team building, mentoring, and performance management.
• Solid understanding of customer service metrics, department scheduling, volume management, and individual/team performance measures.
• Proficient in customer relationship management, policy administration systems, Microsoft Office, mobile applications, and CRM tools.
• Strong analytical, problem-solving, decision-making, and conflict resolution skills.
• Effective verbal and written communication skills, with professionalism and sound judgment when dealing with sensitive customer and business information.
• Ability to maintain confidentiality and ensure compliance with regulatory and company requirements.

Preferred Qualifications:

• Insurance-related or business qualifications.
• Exposure to claims operations and healthcare/insurance consulting.
• General knowledge of the life insurance business and industry.

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].