**The Opportunity** The Manager of Policy Benefits plays a crucial role in overseeing and enhancing the efficiency of policy administration and disbursement processes, collaborate with cross-functional teams to manage risks, ensuring that customer needs are met effectively and consistently. This opportunity allows the individual to contribute directly to the organization's mission by optimizing service delivery, improving customer satisfaction, and maintaining compliance with industry standards. In this role, the manager will gain valuable leadership experience, the chance to implement innovative solutions, and the ability to make a significant impact on the company's operational success and customer relationships. **Position Responsibilities:** + Identify opportunities for process improvements and implement best practices to enhance service delivery. + Ensure that decisions made comply with the company guidelines + Act as backup for other team members when needed + Involve and perform UAT and projects + Monitoring Daily Productivity, achieve individual KPI - minimum 100% + Handle enquiries within the agreed TAT + Prepare reports and update SOPs as and when changes occur or changes in regulations. + Check then decide close Bridger alerts or escalate alert to Compliance team timely. + Check FCRM AMLA system alerts, create cases for suspicious alert for superior review in a timely manner. + Ensure that the risk and control framework within Servicing is adhered to and effectively managed. + Conduct QAP and analyse QA results, audit results, incidents report, scenario analysis, customer complaints look for common trends and work together with Operations team for action plans. + Main PIC for RCSA, CAPs and others compliance/governance related matters relating to Servicing. + Other administrative duties and assigned duties as and when required by HOD + Involve in Business Continuity Management, responsible for developing, implementing, and maintaining the company's business continuity and disaster recovery strategies and solutions. **Required Qualifications:** + Bachelor’s degree in fields such as Business Administration, Finance, Risk Management, or related discipline. Or at least 5 years’ working experience in the service industry, preferably in the insurance industry. + Ability to assess risks, analyze data, and make informed decisions. + Demonstrated ability to identify, assess, and manage risks in daily operations. + Able to work long hours, public holidays and weekends when required. + Familiarity with working with AS400 systems, Power BI and Microsoft Office.. + Good in English & Bahasa Malaysia **Preferred Qualifications:** + Able to plan and organize to ensure all tasks are carried out effectively and efficiently. + Able to work independently. + Good interpersonal skills. + Good working attitude and discipline. + Initiative, self-motivated, customer focused and able to work as a team. **_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