This role will be responsible in handling complex cases adminstering an end-to-end process for one or more Investment product line. This includes making necessary trade corrections or adjustments to the client's account; investigating and closing of escalated cases; generating and completing control reports to monitor day-to-day transactions and reconciling discrepancies as necessary. They will act as a OIC, Subject Matter Expert and process training resource and perform projects and adhoc tasks as assigned. **Position Responsibilities:** **_Escalation Management:_** • Ownership of escalated cases and be able to work effectively with business partners and leaders to resolve issues **_Project Management_** • Identify gaps or errors in the knowledge databases and provide corrections to documentation, procedures etc. **_Production Management Support_** • Assist the production leader in prioritizing work queues and managing workload Risk Management • Assist in process audit walk-thrus and completion of Risk & Control Self-Assessment (RCSA) - Assist in closing audit findings and Corrective Action Plans on existing Archer/Privacy Incidents **_Training_** - Able to assist associates, analyst in terms of process clarification, queries and primary analysis on escalation **_Process Improvement_** • Identify opportunities within own domain and make recommendations to improve operational processes and practices • Assist in the process review and documentation **_Transaction Processing:_** • Accurately handle moderate to complex cases and trade reversal/adjustment utilizing multiple administrative systems within the defined service standard, including but not limited to: - Regular transaction processing surrounding various requests within New Business and Inforce - Identify Not-In-Good-Order and make necessary actions - Manage and respond to inquiries from various internal and external stakeholders - Research and handling of Adhoc tasks • Identify the need for exception and escalate to appropriate resource for approval • Keep current with Investment policies, procedures and maintain processing knowledge • Provide support to the team as required, to participate in a regular program of industry specific training and interdepartmental cross training to ensure continuity of service **Required Qualifications:** + At least 4-6 year/s relevant professional experience preferably in Investment/Wealth, Securities or similar industry. BPO/Shared Service experience would be an asset due to our collaboration with multi-national teams + Bachelor's degree in Business Administration, Finance, Economics or any related course + Proficient in MS Office Suite, Outlook and Teams + Preferably with experience in Mainframe and/or Form based applications + Must be willing to work on a hybrid arrangement in Quezon City on night shift schedule. **Preferred Qualifications:** + LOMA, Canadian Securities Certification or CFSI is preferred + Strong communications skills (verbal and written) in English + Strong Attention to Detail + Excellent analytical, research and problem solving skills + Extensive knowledge in Investment Products + Solid interpersonal skills to interact with, establish relationships with the Business Units. + Makes decisions in the absence of rules and /or in complex situations + Strong organizational and time management skills with the ability to be flexible to changing environments + Ability to work independently and willing to collaborate with other team members **_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