**The Opportunity** **We are looking for experienced Service Assurance vices professionals from within the Insurance industry who carries the passion in solving the most complex issues and addressing escalated queries within the team. This role reports directly to the Head of Policy & Client Services.** **Responsibilities** **Ensure effective management of complaints from point of receipt to point of resolution for the complaint management team, in accordance to MAS complaint handling framework.** **Ensure compliance to Global, Regional and local regulatory guidelines or regulations, in order to safeguard policyholders’ interests, protect company’s reputation, uphold our service quality and align with good practices.** **Ensure timely and accurate reporting to Regulatory, Board, Management and Regional entities so that decision making can be based on reliable statistics and information.** **Provide management support in complaints tracking, documentation and resolution** **Ensure adherence to the expected turnaround times as laid out in the complaint process flow** **Maintain impartiality and strive towards equity in the resolution of complaints based on Fair Dealing principles** **Escalate complaints to the relevant business units for their investigations, findings and recommendations** **Obtain management approval for exception handlings where necessary** **Provide support to the frontline teams where necessary to manage and contain issues before they escalate into complaints** **What motivates you?** **You obsess about customers, listen, engage and act for their benefit.** **You think big, with curiosity to discover ways to use your agile approach 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.** **What we are looking for** **Minimum Diploma** + **7 years of customer service experience in insurance industry, with experience handling escalated queries and complaint management** + **Excellent written and verbal communication** **Excellent interpersonal skills** **Creative Problem Solving Skills** **What we can offer you** **A competitive salary and benefits packages.** **A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.** **A focus on growing your career path with us.** **Flexible work policies and strong work-life balance.** **Professional development and leadership opportunities.** **Our commitment to you** **Values-first culture** **We lead with our Values every day and bring them to life together.** **Boundless opportunity** **We create opportunities to learn and grow at every stage of your career.** **Continuous innovation** **We invite you to help redefine the future of financial services.** **Delivering the promise of Diversity, Equity and Inclusion** **We foster an inclusive workplace where everyone thrives.** **Championing Corporate Citizenship** **We build a business that benefits all stakeholders and has a positive social and environmental impact.** **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