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.

• End-to-End Case Management: oversee the end-to-end service aspects throughout the case lifecycle (pre- and post-sale).
• Pre-sale: liaise with Financial Representatives, Business Development Managers, New Business & Underwriting, and Legal & Compliance to gather required financial and medical documents, underwriting requirements, and other necessary materials; provide ongoing proactive status updates.
• For High Net Worth (HNW) Business: regular case discussions with Financial Representatives to clarify underwriting requirements and decisions; first line of review for appeals; provide appropriate advice to partners; follow up on cases requiring Legal & Compliance review.
• Post-sale: liaise with Distribution Partners, Policy Services, Product & Pricing, Client Services, and Claims on in-force policy requests (policy changes, in-force illustrations, claims, and other post-sales transactions); provide clear information to enable one-touch resolution; maintain ongoing status updates.
• For HNW Business: facilitate post-sales processes and coordinate with internal stakeholders to provide accurate and timely information.
• Reporting: track incoming requests from internal and external stakeholders; record inquiries to provide a single view of customer records for internal stakeholders; maintain daily/weekly/monthly reports on outstanding issues, submissions, withdrawals, feedback, and adherence to SLAs; highlight root causes when management expectations are not met.
• Record ad-hoc end-to-end requests for reporting and tracking; participate in regular team huddles and provide updates where applicable.
• Other responsibilities: screen submitted documents before processing; ensure proper filing and archiving; handle appeals and coordinate with New Business, Underwriting & Policy Servicing; respond to queries related to third-party services and policy issuance; conduct enhanced due diligence checks and AML verifications prior to policy issuance; follow up on outstanding requirements and appeals; review work processes for improvements; assist in onboarding banks; conduct Operations-related trainings for internal stakeholders, Financial Representatives, and Partners.

• Diploma/Degree from any recognized institution/university
• Minimum 5 years working experience
• Minimum 3 years insurance industry experience
• Highly service-oriented, organized, and able to multi-task
• Strong communication skills (verbal, written and presentation)
• Understanding of financial services and the needs of sales professionals is an advantage
• Candidates with front-facing experience is an added advantage
• Flexible and able to adapt in a fast-paced and changing environment

• 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. To learn more, visit the official Manulife site.

Manulife is an Equal Opportunity Employer. We embrace diversity and strive to attract, develop and retain a workforce that is as diverse as the customers we serve. We are committed to fair recruitment, retention, advancement and compensation, without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or beliefs, sex, sexual orientation, gender identity, age, disability, or any other protected status. A Human Resources representative will assist with reasonable accommodations during the application process. For accommodations, contact

Working Arrangement: Hybrid