We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

　　Working Arrangement

　　Hybrid

　　Job Description

　　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 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

　　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 .