Corporate Account Specialist

Manulife John Hancock; Makati; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Manulife John Hancock in Makati seeks a servicing professional to own end-to-end management of corporate accounts, including member movements, beneficiary updates, and policy changes. You will assess complex requests, resolve exceptions, and ensure timely, compliant handling across underwriting, billing, claims, and data governance.

You will coordinate with distribution partners, internal teams, and regulators as needed, driving process improvements and risk mitigation while maintaining strong

Responsibilities

• Own the end-to-end servicing of assigned corporate accounts, including member movements, beneficiary updates, coverage changes, policy reinstatement, Certificates of Insurance or Coverage, active-member records, No Evidence Limit letters, and Group Credit Life reconciliation.
• Assess complex or non-standard requests, identify policy, underwriting, billing, claims, compliance, or data implications, and determine the appropriate course of action within approved guidelines and delegated authority.
• Provides resolution to exceptions, discrepancies, ageing items, and escalated service issues; coordinate root-cause analysis, document decisions, and ensure closure within agreed service levels.
• Perform quality and risk checks on high-impact transactions and initiate corrective or preventive actions when control gaps are identified.

Job description

Position Responsibilities:

1. 
   

   Own the end-to-end servicing of assigned corporate accounts, including member movements, beneficiary updates, coverage changes, policy reinstatement, Certificates of Insurance or Coverage, active-member records, No Evidence Limit letters, and Group Credit Life reconciliation.

   
   

   Assess complex or non-standard requests, identify policy, underwriting, billing, claims, compliance, or data implications, and determine the appropriate course of action within approved guidelines and delegated authority.

   
   

   Provides resolution to exceptions, discrepancies, ageing items, and escalated service issues; coordinate root-cause analysis, document decisions, and ensure closure within agreed service levels.

   
   

   Perform quality and risk checks on high-impact transactions and initiate corrective or preventive actions when control gaps are identified.

   
   


2. 
   

   Prepare and submit complex member underwriting cases, Letters of Authorization, reinsurance reports, concentration-risk reports, Annual New Premium or other required management and regulatory reports.

   
   

   Validate member eligibility for claims and coordinate resolution of coverage or record discrepancies that may affect claim assessment.

   
   

   Review and process experience refunds, premium refunds, and Annual Premium Equivalent increments, ensuring accuracy, approvals, and audit trail.

   
   

   Analyze recurring discrepancies, and service trends and recommend risk-mitigation or process changes.

   
   


3. 
   

   Provide professional guidance to Distribution Partners, clients, brokers, bancassurance and agency contacts, and internal teams on fulfilment requirements, policy provisions, process options, and resolution pathways.

   
   

   Coordinate complex cases across Underwriting, Claims, Sales, Middle Office, Compliance, and other support teams, clarifying accountabilities, dependencies, and required decisions.

   
   

   Handle sensitive inquiries and complaints, balance client needs with policy and control requirements, and elevate matters that exceed delegated authority with a clear assessment and recommendation.

   
   

   Act as a subject matter resource for assigned processes and provide functional coaching, case consultation, and knowledge transfer to less experienced team members.

   
   


4. 
   

   Co-lead process reviews and improvement initiatives affecting fulfilment operations, including simplification, automation thru the use of AI, control enhancement, service-level improvement, and reduction of manual errors or rework.

   
   

   Develop, maintain, and recommend updates to standard operating procedures, job aids, checklists, templates, decision guides, and quality-control standards.

   
   

   Use operational data and case trends to identify root causes, quantify impact, propose solutions, and monitor whether implemented actions deliver the intended results.

   
   

   Participate as a fulfilment subject matter representative in system enhancements, user acceptance testing, operational-readiness activities, and implementation of regulatory requirement.

   
   


5. 
   

   Risk, Compliance and Service Governance Date: Ensure transactions comply with policy contracts, underwriting rules, privacy and data handling requirements, internal controls, and applicable regulatory standards.

   
   

   Maintain complete and accurate records, approvals, supporting documents, and decision rationale to support auditability and effective handoffs.

   
   

   Monitor service commitments and key operational risks for assigned accounts; raise emerging issues and recommend mitigation before client or financial impact materializes.

   
   

Individual Accountabilities:

Deliver accurate, timely, and risk-controlled fulfilment outcomes for assigned accounts, including complex and escalated cases.

Exercise sound judgement within established authority; clearly document the basis for decisions and escalated matters requiring policy, financial, compliance, or management approval.

Provide timely, practical, and policy-aligned guidance to stakeholders and proactively manage expectations, risks, and dependencies.

Own identified process imp