Renewal Supervisor plays a key role in the effective management of existing group insurance policies for corporate clients. As part of the Middle Office Team, the specialist is responsible for preparing and managing policy renewals, maintaining high persistency of accounts, ensuring the accuracy of policy terms, and coordinating with internal teams and external stakeholders. This role requires strong analytical, communication, and negotiation skills to support business retention and growth objectives through excellent account servicing and strategic upselling of additional group products.

Position Responsibilities:

Prepare timely and accurate renewal offers for assigned corporate accounts in line with service level agreements (SLAs).Ensure the management of the portfolio to achieve at least an 85% policy and premium persistency ratio.Collaborate with the pricing team to negotiate rates and the requested benefits enhancements that align with client needs and company standards.Identify opportunities for upselling and cross-selling other group insurance products to existing clients.Review all in-force policy contracts to ensure provisions are consistent with agreed terms and conditions.Endorse signed renewal conforme and updated renewal masterlists to the Group Operations (Fulfilment Team) for processing.Spearheads the preparation and endorsement of policy digests for qualified accounts prior to the start of the renewal cycle.Generates Memorandum of Agreements (MOA), Service Level Agreements (SLA), Request for Legal Assistance (RLA), Endorsements and other Policy Management related documentations, as part of the contract for non-standard contract provision, special approval from Actuarial and take-over accounts.Coordinate with the Distributors, Business Partners, Clients and internal stakeholders to be able to deliver our service level commitments to our clients, such as but not limited to renewal rates, taking into consideration each account’s claims experience, after-sales inquiries and concerns.Conducts training such as Employee Benefit Orientations for clients and How to Manage Your Group Business and other similar training needed by the distribution channels.

Individual Accountabilities:

Renewal Management: Ensure timely and accurate delivery of renewal offers, including negotiation and documentation.Portfolio Monitoring: Proactively track account performance and persistency metrics, initiating action plans for at-risk accounts.Documentation & Compliance: Ensure all account documents are up-to-date, properly endorsed, and compliant with company and regulatory standards.Client Servicing: Act as a key contact for assigned accounts, resolving queries related to renewal terms, pricing, and policy provisions.Sales Support: Drive revenue growth through effective upselling and cross-selling efforts aligned with client needs

Key Shared Accountabilities:

With Pricing Team: Collaborate to develop competitive renewal offers and product enhancements based on account history and market conditions.With Fulfillment Team (Group Operations): Coordinate for the timely processing of renewal endorsements and policy issuance.With Sales/Distribution Channels: Support distribution partners by providing insights and updates related to renewal status and opportunities for cross-sell initiatives.With Claims Team: Coordinate for relevant claims data that can inform renewal pricing and account management strategy.Maintain strong relationships with direct clients, brokers, bancassurance, and agency channels to uphold service excellence.

Required Qualifications:

College graduate of any 4year courseRequires 1-2 years of Group Accounts Management and/or Operations experienceExcellent customer service orientationPreferably with Basic LOMA course taken and passedProficiency in MS Office notably MS Excel

Preferred Qualifications:

Team playerCustomer service orientedContinuous Improvement OrientationStrong analytical and negotiation skills.Excellent communication and interpersonal skillsResponsiveness and Execution ExcellenceAttention to Detail and Accuracy

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.

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