The incumbent will be responsible for the case management of pre/post sale service transactions. The Case Manager ensures a smooth, timely, and positive service experience for the financial representatives and clients on new and existing policies.
- End-to-End Case Management
- The Case Manager is responsible for overseeing the service aspects throughout the case lifecycle (pre- and post-sale)
- Pre-sale: The Case Manager will guide the team to manage the Financial Representatives, Business Development Managers, New Business & Underwriting and Legal & Compliance by processing the required financial and medical documents, underwriting requirements and other necessary documents, especially critical for policy issuance. Responsible for ongoing and proactive status updates.
- Post-issuance: The Case Manager will guide the team to manage enquiries and requests for post-sales matters, such as requests for Day 2 assignment, nomination, transactions, withdrawals, freelook, surrender, claims, inforce illustrations, customised letters.
- Reporting
- Consistently and accurately track daily submissions from all channels
- Maintain daily/weekly/monthly reports, as required, for the tracking of outstanding issues, submissions, feedback and overall adherence to Service Level Agreement; where management's expectations are not met, highlight their root causes, where appropriate
- Other responsibilities
- Perform pre-screening of submitted documents before they are registered via the system for processing
- Ensure proper filing and archival of all the documents received
- Handle all queries pertaining to the submission of the new business application (including but not limited to financial & medical requirements, enhanced customer due diligence, special pricing and campaign offers)
- Attend to queries relating to clients medical examinations; upon receipt of medical reports, to verify against internal records before processing
- Ensure contracts are issued upon receipt of premiums and required original documents are printed with agreed service level
- Ensure timely delivery HNW contracts and update respective tracker on status of delivery
- Ensure sufficient contract supplies and work in partnership with internal stakeholders & vendors to ensure quality of the supplies
- Review and update HNW Administration standard operations manual (SOP) on a timely basis whenever there are changes or updates
- Review suggestions to improve daily functions & work processes in order to enhance effectiveness and efficiency
- Work closely with internal stakeholders and service providers to address potential issues/complaints and manage distributors/clients expectations
- VIP handling for assigned cases
- Any tasks delegated from time to time
Required Qualifications
- Minimum 10 years working experience
- Minimum 5 years insurance industry experience
- Degree holder from any recognized institution
- Professional qualification (e.g. M5, M9)
Skills And Competencies
- Proficient with word processing, spreadsheet and presentation software
- Possess strong communication skills (written, verbal)
- Service & people oriented
- Highly motivated
- Organized & meticulous
- Able to multi-task
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 [Confidential Information].
Working Arrangement
Hybrid
