The **Manager, Policy Servicing** is responsible for overseeing the day-to-day operations of policy changes, premium collection, and customer servicing for in-force policies. This role ensures high service standards, compliance with regulatory requirements, and timely processing to enhance customer satisfaction and retention. **Position Responsibilities** + Lead and manage a team responsible for customer service, policy administration, and premium collection + Provide mentorship, training, and development opportunities to team members to enhance their skills and performance + Set performance goals, conduct regular evaluations, and provide constructive feedback for continuous improvements + Oversee all policy servicing activities such as changes in policy, reinstatements, cancellations, surrenders, and other in-force transactions + Oversee all premium service activities including billing and collection, disbursement, reconciliation, and other premium related processes + Ensure timely and accurate policy transactions in the system in accordance with company standards and regulatory requirements + Lead service improvement initiatives to enhance customer and sales distribution experience + Handle escalated issues related to premium and/or policy transactions discrepancies, and resolve them promptly + Collaborate with other relevant stakeholders including underwriting, claims, IT, Finance to ensure high level of service operations standard + Ensure all policy and premium servicing activities comply with legal, regulatory, and company standards + Monitor and manage risks associated with policy administration, premium collections, and disbursements + Monitor service turnaround times, volumes, and quality metrics with analyzed trends to recommend improvements **Required Qualifications:** + Bachelor’s degree in business administration, Communications, or related field + Proven experience in insurance policy administration, premium billing, or a related area, with a minimum of 3-5 years in a supervisory or management role + Strong knowledge of policy servicing and premium processes + Knowledge of core insurance products, systems, and digital platforms are an advantage + Detail oriented with strong organizational and analytical skills on detailed paper works and record setup in system + Proficient in relevant computer applications (MS word, Excel, PowerPoint etc.…) **Preferred Qualifications** + Strong problem-solving skills and the ability to think critically and creatively for quality decisions + Excellent communication and interpersonal skills + A team player with ability to work independently **_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