Executive, Concierge Case Management

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

**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
- Provide close follow-up for cases that required Legal & Compliance teams review
- 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
- Coordinate with internal stakeholders to provide accurate and timely information

**2. Reporting**
- Consistently and accurately track incoming requests from internal and external stakeholders and ensure that the requests are answered promptly
- For Retail Business:

- To record all incoming and outgoing enquiries in the designated platform to provide one-view of the customer records for all internal stakeholders
- 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
- For HNW Business:

- 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
- For Retail Business:

- Checking for completeness includes submitted documents that are presented at the Advisor Centre
- 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

**Required Qualifications**:

- Diploma/Degree from any recognized institution/university
- Minimum 5 years working experience; with around 3 years insurance industry experience
- Highly service-oriented, organized, and able to multi-task
- Strong communication skills (verbal, written and presentation)
- Flexible and able to adapt in a fast-paced and changing environment

**Nice to Haves**:

- Understanding of financial services and the needs of sales professionals is an 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 is an Equal Opportunity Employer**

**Working Arrangement**

Hybrid