The incumbent will be responsible for managing "Manage and Review (M&R)" in-force policy management functions. We are seeking a highly motivated and dynamic individual who is passionate about delivering exceptional service to our customers and distribution channels. As a vital member of the M&R team, you will play a crucial role in collaborating with cross-functional teams and key stakeholders to support the manage and review journey on operational tasks and improvement initiatives. Your contributions will be essential in ensuring service quality and achieving excellence in customer and distribution support.

Position Responsibilities:

Manage Policy Administration functions and be the lead to review, fine-tune and streamline current work processes and workflows to continuously enhance efficiency and effectiveness.

Collaborate with offshore teams to accelerate and execute the rollout of various customer transactions and new service functions. Facilitate the delivery of overall service levels, particularly focusing on turnaround times and accuracy commitments.

Represent M&R in New Product and Product Day2 development discussions, addressing workflow and UR requirements. Work with the Product team to develop materials for new features, such as forms, correspondences, agent/customer communication messages, etc., and facilitate the application process for new service features to digital submission.

Participate in other projects, including service improvement initiatives and all projects impacting M&R, such as system migration/re-platform/reskin, regulatory projects, BCP, system upgrades, etc.

Support the processing of complex Policy Admin requests with excellent follow-up with customers and distribution until completion.

Deliver outstanding policy service to VIP group customers and distribution channels.

Provide services offered to ManulifePro prestige advisors and handle special requests or questions from management.

Required Qualifications:

Bachelor's Degree, preferably in a business-related field.

10 years or more industry experience in Policy Admin Servicing, with experience in running business projects being an advantage.

Decisive, able to work independently, and demonstrated ability to prioritize and manage time effectively in a multi-tasking environment.

Ability to maintain and build relationships with internal teams.

Good communication and presentation skills.

Fluent in Mandarin and English.

High proficiency in reading and writing English and Chinese.

Strong sense of ownership and attention to detail.

Customer-oriented.

Good PC skills, including MS Word, Excel, and PowerPoint.

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