**Position Responsibilities:** -Client Relationship Management and Service Warranty (25%) -Drive process changes that result in enhanced member experiences and significant cost savings -Identify innovative solutions to support customized plan sponsor requests -Collaborate with the Regional Group Offices across Asia to foster and maintain a positive and professional relationship with our Clients -Deliver excellent service for new and existing customers by attending client meetings, building creative customer solutions, resolving customer complaints and collaborating across business functions -Monitor and report on performance against Service Level Agreements Formulate a Customer Service approach into Claims Adjudication Practices and Staff. -Manage responses to escalated complaints received from the Executive Office, the Client Relations team, and other sources -Communicate directly with customers as required to provide effective resolution to customer concerns. -Analysis and statistical reporting on claim service questions -Consult with other areas on current product and services available that will provide the customer with the desired outcome from a Claims processing perspective -Increase customer satisfaction and retention by establishing standards and performance expectations that promote a culture of business excellence, customer service and teamwork **Process Design, Training and Documentation: (15%)** Accountable to ensure consistent roll out of all process and workflow changes and maintenance of those processes Collaborate with claims leaders to deliver consistent processing of Health and Life Claims in Manulife Philippines and Outsourcing Partners. Own the training curriculum and programs to ensure staff are effectively trained and have the current knowledge about work processes, business rules, products and provisions **Claims Excellence: (25%** ) Develop and implement business rules that result in a positive claims experience, address legislative changes, reduce financial risk, leverage new and emerging technology, support new product development, and reduce claims abuse Governance of practical cost effective drugs, extended health care business rules used by all stakeholders and service partners Provide senior technical expertise to the Management team, claims staff, and other key business partners including Product, Pricing, Communications, Underwriting, and the various Sales teams Consult with Plan Sponsors as required, support legal cases Represent Manulife on industry committee’s **Budget Management (10%** ) Direct ownership for Claims support budget Identify efficiency opportunities for Claims through outsourcing opportunities, system enhancements, external software applications and new processes **Leadership: (25%)** Excel at leading, coaching, mentoring and training a diverse team of leaders and specialists Create a culture eager for change and continuous improvement Foster an environment that continually seeks and implements opportunities to improve the customer experience, increase efficiencies, and develop an exceptional experience through digitization or automation Develop an effective organization which optimizes resources to meet the needs of a rapidly changing and evolving business unit Effectively lead team and build a culture of collaboration Create an environment of trust and collaboration across teams and functions. Work with the team to adjust business solutions and enhance the customer experience through creative use of technology, training and customized solutions Strive to champion a positive results-oriented culture that encourages innovation and risk taking in developing effective solutions. **Shared Responsibilities:** Assist in management of claims experience – limit claims gain through effective management of administrative practices Contribute to over risk management strategy, Customer Experience projects and initiatives, new products, legislative changes, management of TAT and Quality related to claims **Required Qualifications:** + Extensive Health and Life insurance benefit knowledge and experience + Excellent leadership skills with ability to manage fluctuating workloads easily + Experience in managing an operational area. **Preferred Qualifications:** + Conflict resolution skills + Excellent oral and written communication skills + Superior research, planning and analytical skills + Excellent negotiation and influencing skills + Strong relationship building and relationship management skills + Excellent customer service skills + Good grasp of project management process including analysis and project management functions + Ability to think strategically + Ability to work independently and lead remote teams Excellent change management & time management skills + Ability to network effectively both internally and externally with service providers, field staff, senior management + Strong presentation skills **_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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido