Position Responsibilities:

-Client Relationship Management and Service Warranty (25%)

-Drive process changes that result in enhanced member experiences and significant cost savings

-Identify innovative solutions to support customized plan sponsor requests

-Collaborate with the Regional Group Offices across Asia to foster and maintain a positive and professional relationship with our Clients

-Deliver excellent service for new and existing customers by attending client meetings, building creative customer solutions, resolving customer complaints and collaborating across business functions

-Monitor and report on performance against Service Level Agreements

Formulate a Customer Service approach into Claims Adjudication Practices and Staff.

-Manage responses to escalated complaints received from the Executive Office, the Client Relations team, and other sources

-Communicate directly with customers as required to provide effective resolution to customer concerns.

-Analysis and statistical reporting on claim service questions

-Consult with other areas on current product and services available that will provide the customer with the desired outcome from a Claims processing perspective

-Increase customer satisfaction and retention by establishing standards and performance expectations that promote a culture of business excellence, customer service and teamwork

Process Design, Training and Documentation: (15%)

Accountable to ensure consistent roll out of all process and workflow changes and maintenance of those processes

Collaborate with claims leaders to deliver consistent processing of Health and Life Claims in Manulife Philippines and Outsourcing Partners.

Own the training curriculum and programs to ensure staff are effectively trained and have the current knowledge about work processes, business rules, products and provisions

Claims Excellence: (25%)

Develop and implement business rules that result in a positive claims experience, address legislative changes, reduce financial risk, leverage new and emerging technology, support new product development, and reduce claims abuse

Governance of practical cost effective drugs, extended health care business rules used by all stakeholders and service partners

Provide senior technical expertise to the Management team, claims staff, and other key business partners including Product, Pricing, Communications, Underwriting, and the various Sales teams

Consult with Plan Sponsors as required, support legal cases

Represent Manulife on industry committee’s

Budget Management (10%)

Direct ownership for Claims support budget

Identify efficiency opportunities for Claims through outsourcing opportunities, system enhancements, external software applications and new processes

Leadership: (25%)

Excel at leading, coaching, mentoring and training a diverse team of leaders and specialists

Create a culture eager for change and continuous improvement

Foster an environment that continually seeks and implements opportunities to improve the customer experience, increase efficiencies, and develop an exceptional experience through digitization or automation

Develop an effective organization which optimizes resources to meet the needs of a rapidly changing and evolving business unit

Effectively lead team and build a culture of collaboration

Create an environment of trust and collaboration across teams and functions. Work with the team to adjust business solutions and enhance the customer experience through creative use of technology, training and customized solutions

Strive to champion a positive results-oriented culture that encourages innovation and risk taking in developing effective solutions.

Shared Responsibilities:

Assist in management of claims experience – limit claims gain through effective management of administrative practices

Contribute to over risk management strategy, Customer Experience projects and initiatives, new products, legislative changes, management of TAT and Quality related to claims

Required Qualifications:

Extensive Health and Life insurance benefit knowledge and experience  

Excellent leadership skills with ability to manage fluctuating workloads easily

Experience in managing an operational area. 

Preferred Qualifications:

Conflict resolution skills

Excellent oral and written communication skills 

Superior research, planning and analytical skills 

Excellent negotiation and influencing skills

Strong relationship building and relationship management skills 

Excellent customer service skills 

Good grasp of project management process including analysis and project management functions 

Ability to think strategically 

Ability to work independently and lead remote teams Excellent change management & time management skills 

Ability to network effectively both internally and externally with service providers, field staff, senior management

Strong presentation skills  

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