Manager / Assistant Manager – Client Liaison Team

Manulife/John Hancock; Hong Kong; Hybrid; HKD 320,000 - 520,000; Full time

Job summary

Manulife Financial Corporation (Manulife/John Hancock) is seeking a seasoned professional to provide counter service support, resolve customer inquiries, and ensure accurate, compliant processing within defined turnaround times.

You will oversee client onboarding, KYC/AML reviews, name screening, and fund transfer handling, collaborating with internal teams to meet business goals and regulatory requirements.

Qualifications

• Degree or Diploma holder with relevant industry experience.
• Experience in wealth management or multi-product distribution operations with nominee structure is required.

Responsibilities

• Provide counter service support and resolve customer enquiries professionally.
• Ensure requests are handled accurately, compliantly, and within defined turnaround times and quality standards.
• Handle agent inquiries via phone and email.
• Collaborate with internal teams to support business goals.
• Oversee client onboarding and account maintenance including KYC/AML, name screening, and client agreements.
• Ensure client instruction processing adheres to fund cut-off times and regulatory requirements.
• Maintain internal service levels and client experience.
• Comply with internal policies and regulatory requirements (FATCA/CRS, AML).
• Distribute reporting to internal stakeholders in a timely manner.
• Support management-led projects and team objectives.

Skills

Customer service

Interpersonal skills

Analytical thinking

Problem solving

Attention to detail

English & Chinese proficiency

Microsoft Office (Excel, PowerPoint)

Education

Degree or Diploma holder

Tools

Transfer agency systems

Portfolio accounting systems

KYC/AML review tools

Job description

Position Responsibilities:

• Provide counter service support and resolve customer enquiries professionally.
• Ensure all requests are handled accurately, compliantly, and within defined turnaround times and quality standards.
• Handle agent enquiries via phone and email.
• Collaborate with internal teams to achieve business goals and support operational needs.
• Oversee client onboarding and account maintenance processes, including KYC/AML review, name screening, client agreements, and investigations of suspicious transactions, ensuring compliance with company policies and regulatory requirements.
• Ensure client instruction processing adheres to fund cut-off times and requirements from fund transfer agencies.
• Ensure internal service level standards and client experience are observed.
• Ensure compliance with relevant internal policies and procedures, and regulatory requirement ie. FATCA/CRS reporting, AML policies and procedures.
• Distribute reporting to internal stakeholders on a timely basis.
• Maintain strong collaboration with stakeholders and support management-assigned projects and team objectives.

Required Qualifications:

• Degree or Diploma holder.
• At least 5 years of relevant experience in wealth management or multi-product distribution operations with nominee structure. (Candidates with less experience may be considered for Assistant Manager or Senior Officer.)
• SFC Paper 1 License is mandatory.
• Strong customer service and interpersonal skills.
• Quick learner with strong analytical and problem-solving abilities.
• Self-motivated, responsible, and able to follow through on commitments.
• Experience in processes and oversight of multi-fund distribution operations with nominee structure.
• Experience in settlement processing, cash movement, cash reconciliation, and control, including payments between investors and fund houses.
• Knowledge and experience in AML ATF framework, regulatory requirement ie. FATCA and CRS reporting.
• Proactive, detail-oriented, and committed to delivering high-quality work.
• Proficient in Microsoft Office (especially Excel and PowerPoint).
• Experience with transfer agency systems, fund distributor operations, or portfolio accounting systems is an advantage.
• Excellent command of written and spoken English and Chinese.

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 [e-mail].

Working Arrangement

Hybrid We're Manulife. And we're on a mission to make decisions easier and lives better. Better is what drives us. It's what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It's the reason we're dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you'll be empowered to learn and grow your career. We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you'll help shape the future you want to see - and discover that better can take you anywhere you want to go. We're proud of our accomplishments and recognition.

Recent awards include:

• 2026 Gallup Exceptional Workplace Award Winner Manulife
• Named one of Forbes World's Best Employers 2025 Financial Times World's Best Employers Asia-Pacific 2026
• We've been recognized as one of Canada's Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026

To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the 'Job Alerts' section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.