Annuity Services Coordinator

Manulife Insurance Malaysia; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Manulife is seeking an Annuity Services Coordinator to join our Insurance Operations team in a hybrid role at MBPS. You will be the go-to for day-to-day annuity contract administration, respond to client/advisor inquiries, and ensure accurate, timely processing of non-financial transactions within SLAs.

You will handle VOAs, back-office updates, and case routing while supporting partners to achieve high-quality service.

Qualifications

• 1–3 years of experience in life insurance, annuity claims, investment operations, or related field.
• Must have at least 6 months of call center experience.
• Bachelor’s degree in business administration, Finance, Accounting, Insurance, or related field preferred.
• Amenable for fixed night shift schedule.

Responsibilities

• Provide support related to Manulife Annuity products, VAPS/APV & related systems.
• Respond to inquiries from clients, advisors, and internal partners via phone, email, and other channels.
• Deliver accurate information and resolve inquiries with high customer service levels.
• Support service partners and contact centre teams to achieve First Call Resolution (FCR).
• Process non-financial annuity transactions accurately within service standards.
• Maintain and update back-office systems with complete information timely.
• Process VOA-related requests.
• Review work and assign cases to queues based on complexity and priority.
• Monitor and manage work distribution to meet SLAs.
• Meet departmental metrics for quality, accuracy, productivity, and service excellence.

Skills

Call center experience

Customer service

Attention to detail

Communication skills

Education

Bachelor’s degree in Business/Finance/Insurance (preferred)

Tools

VAPS/APV

Job description

We’re looking for an Annuity Services Coordinator to join our Insurance Operations team at MBPS. In this role, you will serve as a key point of contact for the day-to-day administration and maintenance of annuity contracts. This role is responsible for delivering a superior customer experience by responding to client and advisor inquiries, processing non-financial transactions, and ensuring requests are handled accurately and efficiently within established service level agreements (SLAs).

Position Responsibilities:

• Provide support relating to Manulife Annuity products, VAPS/APV & related systems and processing non-financial transactions including but not limited to the following:
• Respond promptly and professionally to inquiries from clients, advisors, and internal business partners via telephone, email, and other communication channels.
• Deliver accurate information and effective resolution of inquiries while maintaining a high level of customer service.
• Support service partners and contact centre teams by contributing to First Call Resolution (FCR) objectives.
• Process non-financial annuity transactions accurately and within established service standards, supporting keying and verifying of coding forms.
• Maintain and update back-office systems with complete and accurate information in a timely manner.
• Support and process requests related to the Verification of Annuity Program (VOA).
• Review incoming work and assign cases to the appropriate queues and specialists based on complexity, priority, and business requirements.
• Monitor and manage work distribution to support operational efficiency and service commitments.
• Consistently meet departmental performance metrics related to quality, accuracy, productivity, and service excellence.

Required Qualifications:

• 1–3 years of experience in life insurance, annuity claims, investment operations, death claims adjudication, customer service, or a related financial services environment.
• Must have at least 6 months of call center experience.
• Bachelor’s degree in business administration, Finance, Accounting, Insurance, or a related field preferred.
• Amenable for fixed night shift schedule

Preferred Qualifications:

• Prior administrative experience within a retail investments operational environment
• Strong understanding of Annuity and/or Structured Settlement products
• Expertise with VAPS and/or APV (considered an asset)
• Ability to organize & prioritize work in a high-volume area and adhere to strict timelines
• Proven problem-solving skills, with an ability to be resourceful in identifying issues and solutions
• Excellent communication skills both written and oral
• Excellent collaborative skills
• High attention to detail and accuracy
• Ability to work effectively as part of a team
• Flexibility to work overtime based on business needs

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 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 recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index 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 most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.