We’re looking for a Manager, Concierge to join our High Net Worth (HNW) team in Singapore. If you’re passionate about delivering exceptional client experiences and thrive in a dynamic, service-driven environment, we’d love to hear from you
Position 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.For HNW BusinessRegular case discussion with Financial Representatives to provide clarity on underwriting requirements and decisionsBe the first line of review for appeals and provide appropriate advice to our partnersProvide close follow-up for cases that required Legal & Compliance teams reviewPost-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.For HNW Business:– Facilitate the overall processes for post sales transaction– Coordinate with internal stakeholders to provide accurate and timely information
Reporting
Consistently and accurately track incoming requests from internal and external stakeholders and ensure that the requests are answered promptlyFor Retail Business:– To record all incoming and outgoing enquiries in the designated platform to provide one-view of the customer records for all internal stakeholdersFor HNW Business:– To record all ad-hoc requests for end to end handlingMaintain daily/weekly/ monthly reports, as required, for the tracking of outstanding issues, submissions, withdrawals, feedback and overall adherence to Service Level Agreement; where management’s expectations are not met, highlight their root causes, where appropriateFor HNW Business:– To Prepare monthly pipeline cases for reporting purpose and focus list for New Business & Underwriting team that are critical for policy issuance.Record all ad-hoc requests for end to end handlingParticipate in regular team huddles and provide important updates (where applicable) Perform screening of submitted documents before they are registered via AWD for processingFor Retail Business:– Checking for completeness includes submitted documents that are presented at the Advisor CentreEnsure proper filing and archival of all the documents received by the teamHandle appeals and garner responses from the New Business, Underwriting & Policy Servicing team; ensure documents received are processed promptlyAttend to queries relating to third party services and any other matters relating to policy issuance of servicingConduct enhanced due diligence checks, AML verifications prior to policy issuance and ensure contracts are issued upon receipt of premiums and required original documentsFollow up on outstanding requirements and any form of appeals pertaining to Operations mattersReview work process improvement to enhance effectiveness and efficiencyAssist in onboarding of new banksConduct Operations related trainings to Internal stakeholders, Financial Representatives and PartnersAny tasks delegated from time to time
Required Qualifications:
Diploma/Degree from any recognized institution/universityM5 & M9 PapersMinimum 15years working experience; with around 10 years insurance industry experienceHighly service-oriented, organized, and able to multi-taskStrong communication skills (verbal, written and presentation)Flexible and able to adapt in a fast-paced and changing environmentUnderstanding of financial services and the needs of sales professionals is an advantageCandidates with front facing experience is an added advantageWhen 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 recruitment@manulife.com.
Working Arrangement
Hybrid