We are seeking a dedicated and experienced candidate to join our team as Manager, Customer Complaint and Policy Servicing. The ideal candidate will be responsible for managing and resolving customer complaints and policyowner services efficiently while maintaining high levels of customer satisfaction. You will play a crucial role in identifying trends, improving processes, and enhancing the overall customer experience.

  

What motivates you?  

You obsess about customers, listen, engage and act for their benefit s You think big, with curiosity to discover ways to enable business outcomes You thrive in teams, and enjoy getting things done together You take ownership, build solutions, and focus on what adds valuesYou do what is right, work with integrity and speak up You share your humanity, helping us build a diverse and inclusive work environment

We are looking for someone with:  

Bachelor’s degree in Business, Communications, or related field3-5 years of experience in customer service, complaint management, or a similar roleProficient in relevant computer applications (MS word, Excel, Powerpoint etc…) Strong problem-solving skills and the ability to think critically and creativelyExcellent communication and interpersonal skillsStrong organizational and analytical skills with great attention to detailAbility to work independently and as part of a teamKnowledge of insurance products and regulations is highly desirable

Nice to Haves:   

Professional maturity, results driven, self-confidence, and able to work independently with minimal supervisionAbility to appropriately handle stressful situation with self-motivations to overcome challengesDetail oriented with patience on detail paper works and record setup in systemHigh comfort level working in a diverse environment and possess good inter-personal communication skills and a dynamic team player

On the job you will:  

Handle customer complaints and resolutions from start to finish, ensuring timely and satisfactory outcomesCollaborate with cross-functional teams to address and resolve underlying issues causing customer dissatisfactionAnalyze complaint data to identify trends and provide actionable insights for continuous improvement of complaint handling process and proceduresPrepare and present reports on complaint metrics, resolution rates, and customer feedback to senior managementMaintain accurate records of all complaints and resolutions in the company's systemEnsure compliance with legal and regulatory requirements in complaint handlingHandle other policyowner service activities, including policy changes, inquiries, and problem resolution, and work closely with relevant stakeholders to ensure timely completion base on service level turn-around timePerform other tasks as assign from line manager

Our commitment to you    

Competitive salary and benefits packageOpportunities for professional development and career growth in international companyA supportive and inclusive work environment where well-being and inclusion are more than just wordsAs 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

In Office