- You obsess about customers, listen, engage and act for their benefit
- You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
- You thrive in teams, and enjoy getting things done together
- You take ownership and build solutions, focusing on what matters
- You do what is right, work with integrity and speak up
- You share your humanity, helping us build a diverse and inclusive work environment for everyone
- Diploma/Degree from any recognized institution/university
- Minimum 5 years working experience; with around 3 years insurance industry experience
- Highly service-oriented, organized, and able to multi-task
- Strong communication skills (verbal, written and presentation)
- Flexible and able to adapt in a fast-paced and changing environment
- Understanding of financial services and the needs of sales professionals is an advantage
- Candidates with front facing experience is an added advantage
- 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 Business Regular case discussion with Financial Representatives to provide clarity on underwriting requirements and decisions Be the first line of review for appeals and provide appropriate advice to our partners Provide close follow-up for cases that required Legal & Compliance teams review
- Post-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
- Consistently and accurately track incoming requests from internal and external stakeholders and ensure that the requests are answered promptly
- To record all ad-hoc requests for end to end handling
- Maintain 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 appropriate
- 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 handling
- Participate in regular team huddles and provide important updates (where applicable)
- Perform screening of submitted documents before they are processed
- Ensure proper filing and archival of all the documents received by the team
- Handle appeals and garner responses from the New Business, Underwriting & Policy Servicing team; ensure documents received are processed promptly
- Attend to queries relating to third party services and any other matters relating to policy issuance of servicing
- Conduct enhanced due diligence checks, AML verifications prior to policy issuance and ensure contracts are issued upon receipt of premiums and required original documents
- Follow up on outstanding requirements and any form of appeals pertaining to Operations matters
- Review work process improvement to enhance effectiveness and efficiency
- Assist in onboarding of new banks
- Conduct Operations related trainings to Internal stakeholders, Financial Representatives and Partners
- Any tasks delegated from time to time
- Our mission; to be a part of making Decisions Easier and Lives Better
- A leadership team dedicated to your growth and success
- A bold ambition and set of goals to be a leader in driving transformation in our industry
- Our best. Every day.
Executive, Concierge - Singapur, Singapore - Company 14 - Manulife (Singapore) Pte. Ltd.
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Description
Description
The OpportunityThe incumbent will be responsible for the case management of pre/post sale service transactions. The Case Manager supports Operations to ensure a smooth, timely, and positive service experience for the Financial representatives and clients for new submissions and existing policies.
What motivates you?
We are looking for someone with:
Nice to Haves:
On the job you will...
1. End-to-End Case Management
2. Reporting
3. Other responsibilities
Our commitment to you
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.
Manulife is an Equal Opportunity Employer