Lead, Health Advocacy Governance

Manulife Financial; Philippines; On-site; PHP 1,674,000 - 2,567,000; Full time

Job summary

Manulife Financial seeks a Health Lead to head the Health Customer Service team within the Customer Advocacy Team in the Philippines. You will ensure training, coaching, and high-quality aftersales health support, guiding escalation management and cross-functional collaboration with Claims, Legal, and Finance.

You will set KPIs, monitor case handling, coach sessions, and drive continuous improvements to enhance health insurance customer outcomes in a fast-paced environment.

Qualifications

• 5-7 years in customer service and insurance

Responsibilities

• Set performance expectations and KPIs aligned with experience goals.
• Monitor case handling quality, timeliness, and customer sentiment.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Foster ownership, empathy, and continuous learning within the team.
• Review and manage escalated cases with urgency and advocacy.
• Ensure alignment across Health team on standards and documentation.
• Provide reassurance during emotionally sensitive moments and coordinate with other teams.
• Track operational metrics and identify trends for intervention.
• Design and deliver onboarding, training, and upskilling programs.
• Define behavioral standards for relational servicing.
• Lead transition to consolidate two teams into one health team.
• Prepare team readiness for full aftersales support.
• Build relationships with stakeholders and drive governance and performance reviews.
• Lead cross-functional problem resolution for service gaps and issues.
• Monitor vendor performance against service standards.
• Ensure timely escalation and resolution of issues impacting customers.

Skills

Leadership

Customer service

Communication

Empathy

Ownership

Job description

The Health Lead in the Customer Advocacy Team plays a crucial role in ensuring that customers receive excellent health-related support. This role involves managing a team of Health Customer Service Representatives and Health Customer Relation Officers, ensuring they have the necessary training and knowledge to effectively handle aftersales health inquiries and concerns.

Position Responsibilities:

• Set performance expectations and KPIs aligned with experience goals: Establishes clear standards for success, focusing not just on operational metrics (e.g., turnaround time) but also on relational outcomes like customer satisfaction and sentiment.
• Monitor case handling quality, timeliness, and customer sentiment: Ensures consistency in service delivery and identifies coaching opportunities based on real-time performance and customer feedback.
• Conduct regular coaching, feedback sessions, and performance reviews: Builds team capability and reinforces the behaviors needed for relational service empathy, ownership, and proactive communication.
• Foster a culture of ownership, empathy, and continuous learning: Drives engagement and accountability, encouraging facilitators to take initiative and continuously improve their approach
• Review and manage escalated cases with urgency and customer advocacy: Acts as a resolution partner for team, ensuring escalations are handled with speed, clarity, and empathy.
• Ensure alignment across Health team on case handling standards and documentation: Promotes consistency and reduces variability in how cases are managed and recorded, which is essential for quality assurance and audit readiness.
• Provide Reassurance and Clarity During Emotionally Sensitive Moments: Removes friction by proactively engaging all health squads TPA, Claims, Legal, Finance, and other teams to address dependencies and delays.
• Track operational metrics and identify trends for intervention: Uses data to spot systemic issues, inform process improvements, and guide team priorities.
• Design and deliver onboarding, training, and upskilling programs: Builds foundational and advanced capabilities in availments handling, empathy, digital servicing, and customer experience.
• Define behavioral and competency standards for relational servicing. Clarifies expectations and supports performance coaching, ensuring consistency in how health teams engage with customers.
• Lead role transitions from two health team to one health team: Manages change effectively, helping team members embrace new responsibilities and ways of working.
• Ensure team readiness for full aftersales support: Prepares the team for the full aftersales support.
• Build and maintain strong working relationships with key stakeholders, including Health Squads, Claims, TPAs, VAS providers, Operations, Legal, Finance, Compliance, and other support functions to ensure seamless service delivery.
• Facilitate operational alignment across teams and vendors by establishing governance mechanisms, service reviews, and regular performance discussions to address customer-impacting issues.
• Lead cross-functional problem resolution efforts for service gaps, process breakdowns, recurring customer concerns, and operational challenges affecting customer experience.
• Monitor stakeholder and vendor performance against agreed service standards, turnaround times, and customer experience objectives.
• Ensure timely escalation and resolution of operational issues that may impact customer outcomes, regulatory compliance, or business performance.
• Drive accountability across internal and external partners by ensuring commitments, action plans, and service improvement initiatives are completed effectively.
• Provide regular operational updates and performance reports to leadership, highlighting service trends, risks, improvement opportunities, and operational achievements.

Required Qualifications:

• At least 5-7 years of experience in customer service, and insurance
• Preferably has a background in healthcare operations, or health insurance.
• At least 2-3 years of leadership or supervisory experience.
• Experience handling escalations, and complex customer cases.
• Knowledge of health insurance products, claims processing, and inpatient case management.
• Demonstrates strong customer advocacy and commitment to delivering positive customer outcomes.
• Ability to lead, motivate, and develop a team in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers, executives, healthcare providers, and regulators.
• Empathetic and customer-centric mindset
• Strong sense of ownership and accountability
• Ability to perform well under pressure
• Results-oriented and continuous improvement focused
• High level of integrity and professionalism

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.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/ lご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力することをすべて協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存・使用されます。申請プロセスにおいて合理的配慮を要求するには、[e-mail] までご連絡をお願いします。

Working Arrangement

ハイブリッド勤務