Executive, Concierge Case Management

The opportunity

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.

Responsibilities

• 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.
  • 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.
  • Facilitate the overall processes for post sales transaction
  • Coordinate with internal stakeholders to provide accurate and timely information

What we are looking for

• 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

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.
• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
• Continuous innovation: We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial, a global leader in financial services, aims to help people make better decisions and live better lives. Headquartered in Toronto, Canada, it operates as Manulife in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

Manulife is an equal opportunity employer

At Manulife/John Hancock, we embrace diversity. We strive to attract, develop, and retain a workforce that is as diverse as our customers, and to create an inclusive work environment that leverages the diversity of our employees and their skills.