Executive, Concierge

Description

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 for new submissions and existing policies.

What motivates you?

You obsess about customers, listen, engage and act for their benefit 

You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes 

You thrive in teams, and enjoy getting things done together

You take ownership and build solutions, focusing on what matters 

You do what is right, work with integrity and speak up

You share your humanity, helping us build a diverse and inclusive work environment for everyone 

We are looking for someone with:  

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

Candidates with front facing experience is an added advantage

On the job you will…

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

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 processed

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

Our commitment to you

Our mission; to be a part of making Decisions Easier and Lives Better

A leadership team dedicated to your growth and success 

A bold ambition and set of goals to be a leader in driving transformation in our industry 

Our best. Every day. 

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer