Health Legal Client Relation Officer

Manulife; Jakarta Pusat; Hybrid; IDR 180,000,000 - 300,000,000; Full time

Job summary

Manulife is seeking a Customer Complaints Analyst to investigate inquiries using multiple administrative systems and to collaborate with business units. The role involves knowing when to engage Legal for review or recommendations and coordinating with Media Relations and Client Relations Management as needed.

The position requires strong organizational skills, attention to detail, and the ability to manage aggressive SLAs.

Qualifications

• Ability to effectively organize, prioritize and multi-task.
• Ability to manage aggressive service level agreements.
• Strong attention to detail.
• Ability to work collaboratively with teams and peers.
• Experience in Business area.

Responsibilities

• Effectively use multiple administrative systems to investigate complaints.
• Support, develop and maintain strong collaboration with business units.
• Knows when to engage Legal, for review or recommendation on complaints.
• Engages Media Relations and Client Relations Management where appropriate.
• Identify opportunities to improve operational processes/practices and influence decisions.
• Use sound judgment and risk assessment when recommending exceptions outside general practices or guidelines.
• Keep current with company policies/procedures.
• Profiling issues to business area, in a proactive approach to mitigate further complaints and risk.

Skills

Organizational skills

Multitasking

SLA management

Attention to detail

Team collaboration

Business area experience

Job description

Job Description

• Effectively use multiple administrative systems to investigate complaints.
• Support, develop and maintain strong collaboration with business units.
• Knows when to engage Legal, for review or recommendation on complaints.
• Engages Media Relations and Client Relations Management where appropriate.
• Identify opportunities to improve operational processes/practices and influence decisions.
• Use sound judgment and risk assessment when recommending exceptions outside general practices or guidelines.
• Keep current with company policies/procedures.
• Profiling issues to business area, in a proactive approach to mitigate further complaints and risk.

Job Requirements

• Ability to effectively organize, prioritize and multi-task.
• Ability to manage aggressive service level agreements.
• Strong attention to detail.
• Ability to work collaboratively with teams and peers.
• Experience in Business area.

Technical Capabilities

• Industry education/designations appropriate to the business area/product line.
• in-depth knowledge of the business area, processes and services provided.
• Covering a comprehensive suite of products, tools and services this role utilizes multiple systems, platforms and methods to thoroughly review and respond to our client’s concerns.

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