Health Legal Client Relation Officer

Manulife/John Hancock; Jakarta Pusat; Hybrid; IDR 120,000,000 - 180,000,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Manulife/John Hancock is seeking a detail-oriented professional in Jakarta to investigate customer complaints using multiple systems and coordinate with Legal, Media Relations and Client Relations teams. The role emphasizes collaboration, risk assessment, and process improvement.

The candidate will engage with business units to mitigate complaints and ensure compliance with policies, while maintaining strong documentation and communication throughout the process.

Qualifications

• Able to organize, prioritize and multi-task effectively.
• Able to manage aggressive service level agreements.
• Strong attention to detail.
• Collaborate well with teams and peers.
• Experience in business area.

Responsibilities

• Investigate complaints using multiple administrative systems.
• Support, develop and maintain collaboration with business units.
• Know when to engage Legal for reviews or recommendations on complaints.
• Engage Media Relations and Client Relations Management where appropriate.
• Identify opportunities to improve operational processes and influence decisions.
• Use sound judgment and risk assessment for exceptions outside guidelines.
• Keep current with company policies and procedures.
• Profile issues to business areas to mitigate further complaints and risk.

Skills

Organization

Prioritization

Multi-tasking

Collaboration

Risk awareness

Education

Industry education

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 wellbeing 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 wellbeing 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/.